MUFG Union Bank Domestic Collections & Fraud Work Director, Analyst in Tempe, Arizona
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
Reporting to Bank Operations Manager, responsible for providing day to day work direction to staff and for making recommendations on Domestic Collections/Fraud/Immediate Credit cases. Ensure work is tracked and assigned appropriately, along with all SLA’s adhered too. Responsible for providing extraordinary customer service to the internal and external customers. Resolve problems, answer questions, handle transactions, and make decisions under assigned authority. Review Service Cloud/ Amdocs/Email cases submitted for completion and proper approvals/documentation from customers. Return cases requiring additional information and/or clarification. Approve cases and forward to respective department for completion. Requires advanced knowledge of the bank policy, procedures and standards.
Responsible for the day to day work direction to assigned staff.
Tasks include training staff on ongoing/ new procedures, answering questions, taking escalated calls from staff etc.
May be assigned special research on accounts and/ or special projects by management.
Assist management reporting on department statistics as well as additional task in supporting service level standards. If assigned, provides input to management on employee performance.
3- 5 years of direct experience with Fraud/Domestic Collections/Bank Operations, and demonstrated ability to work direct staff.
Requires working knowledge of systems, products, procedures and best practices in assigned area.
Requires excellent communication skills to lead and work direct staff; ability to work independently with maximum efficiency.
Must be able to adapt quickly and be a team player.
Must have the ability to prioritize and organize multiple tasks with excellent follow up.
Flexibility and willingness to work any schedule.
Requires PC knowledge of MS Outlook, Word and Excel.
Knowledge of Rumba, Net Query, FileNet, TRIPS, and various bank systems preferred.
Ability to work with both internal and external customers.
Demonstrates good interpersonal skills to interact and collect information from customers.
The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
Primary Location: ARIZONA-Tempe
Schedule Full Time
Req ID: 10029521-WD