As the Fraud & Underwriting Support Lead you will drive and deliver exceptional performance across all departmental key performance indicators, through powerful leadership and coaching. You will support your Team Managers to achieve the highest standards of customer service and operating practises through their teams. This ensures the best customer journey that can be reflected in our customer outcome measures.
You will work with all the internal processes and regulatory requirements, in addition to industry wide legislative requirements to ensure the accurate administration of all application and accounts. Fraud Investigators, Fraud Support Advisors and Underwriters will need to be fully competent and proficient in the management of applications and accounts and have the knowledge and ability to resolve complex queries on these cases in order to create the right outcome for the customer or for a victim of fraud.
You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance. The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action. Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
As Fraud & Underwriting Support Lead you will:
Plan and manage resources and work allocation of the team to ensure that all divisional and departmental objectives are met
Provide your direct reports with the skills and capabilities to deliver against agreed departmental targets
Ensure Fraud & Underwriting policies & procedures are adhered to at all times through quality assessment and independent review. You will also meet regularly with Quality Assurance to understand the quality standards within the team
Be instrumental in ensuring Team Managers are providing intensive coaching to ensure colleagues fully understand quality standards and have the ability to meet and maintain quality results with fair customer outcomes
Engage and collaborate with the Fraud & Underwriting Subject Matter Expert where skills/training/procedure gaps are identified to deliver sustainable compliant solutions, which put the customer first
Highlight and/or challenge any risks and areas for improvement to appropriate area, ensuring ownership of the issue until resolved
Analyse MI reporting and provide regular update to the Senior Fraud & Underwriting Manager
Have strong knowledge of FCA principals, including the identification and subsequent management of vulnerable customers and fraudulent applications or customers
Play an instrumental role in delivering and driving through the change agenda with the support of the Senior Fraud & Underwriting Manager
Monitor departmental completion and pass rates on all compulsory modules to ensure they are all completed within the deadline date
Complete & record formal and informal performance reviews with the team and their line manager, in line with agreed timelines, including documented Personal Development Plans and objectives. Also observe coaching and one-to-ones carried out by direct reports to ensure adhering to all HR and coaching principles
In the absence of, represent the Senior Fraud & Underwriting in meetings with senior personnel/exec members and completion of reporting for senior stakeholders
As Fraud & Underwriting Support Lead you will have:
A good level of knowledge around Fraud, Underwriting and Financial Services
Previous working experience in a regulated Financial Services environment
Experience of taking personal ownership for delivery of own targets
Previous experience of leading a team of Managers in a contact centre environment
Confidence with the ability to inspire, engage and motivate people through effective management with high levels of energy and drive
Ways of identifying opportunities to improve own and teams’ skills and knowledge.
Experience of driving change
The ability to find solutions to customer problems
The confidence to make logical decisions based on facts and experience, acting in the best interests of the Company and its customers
A big picture mind-set and be able offer solutions and different options
Proven experience of taking calculated risks, with evidence for approach taken
The ability to challenge constructively
Excellent communication skills – both verbal & written
A receptive outlook to change and to feedback
A good understanding of the MS Office
As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.
There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before.
As this role involves working in a regulated environment any offer made will be subject to satisfactory background checks including criminal record check, credit check and employment references.