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Senior Director, Credit Services
Spectrum
Stamford, CT, United States
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JOB SUMMARY
The Senior Director, Credit Services will have a primary focus on creating, implementing, monitoring and controlling customer onboarding and usage practices to minimize fraud and protect customers while enabling business growth. The function will lead the efforts to create tools and processes to control onboarding fraud and manage teams/vendors to review and resolve fraud concerns related to customer acquisition and ongoing usage. The primary focus of the role will be to support the mobile business line and success measurement will be to control acquisition and usage fraud at acceptable levels to ensure profitable business growth.
MAJOR DUTIES AND RESPONSIBILITIES
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provide strategic thought leadership to establish a new fraud function at Charter.
• Design, develop and implement fraud control tools, tactics and procedures for management of onboarding fraud as it relates primarily to mobile and secondarily to cable customers.
• In coordination with Marketing, Sales and Operational groups develop and socialize risk screening policies that will determine high risk customer connects and ensure low risk customers are not unnecessarily impeded from subscribing.
• Develop review processes to resolve cases of suspect fraud for acquisition and usage, within approved SLAs.
• Maintain comprehensive understanding of Fair Credit and Reporting Standards Act, as well as related State regulations in order to ensure legal compliance.
• Bring best practices from mobile, financial services and other mass consumer companies with significant potential fraud exposure.
• Ensure consistent and continuous cost / benefit analysis to ensure tactics and services deliver optimal results.
• Recommend and implement a resourcing strategy for the fraud function.
• Oversee contractor and outsource strategy to ensure optimal, cost effective performance results.
• Assure compliance with all external regulatory agencies and organizations for all areas of responsibility.
• Utilize continuous quality improvement philosophies, techniques and tools in all aspects of the position.
• Develop supportive working relationships with other functional executives and support team leaders to ensure a seamless continuum of effort towards overall business goals.
• Align all work and resource management with mission, vision, philosophies and values, goals and strategic imperatives.
REQUIRED QUALIFICATIONS
General Skills / Abilities and Knowledge
• Proven track-record and experience in the fraud management function.
• Proven leadership over customer facing and back office teams.
• Experience managing vendor delivered services.
• Strong analytical skills to proactively spot trends, create relevant reporting and identify issues.
• Ability to communicate complex issues with fluidity, both written and oral.
• Knowledge and experience related to cable/wireless industry billers and credit practices preferred.
• Familiarity with FCRA and other regulatory requirements (such as TCPA) that govern practices.
• Knowledge and experience in credit management techniques desirable.
Education
Bachelor's degree required. Master’s degree preferred.
Desired Work Experience Number of Years
Fraud management experience 7-10
General Management Experience 7-10
Team leadership of 50 or more 5
WORKING CONDITIONS
Office environment
Some travel required
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability