VP, Customer Care Management_ Group Retail
Core
Oversee fraud and scam case resolution, supervise customer compensation appeals, and lead a team in handling complex financial loss situations for retail banking customers.
Role type
Senior leadership customer care manager (fraud & compensation)
Builds
Fraud investigation outcomes, compensation decisions, and team performance metrics
Domain
Retail banking, fraud prevention, consumer protection
Deliverable
dashboards & analysis
Required skills
Fraud detection, scam prevention, compensation protocols, financial regulations, team leadership, KPI tracking, CRM systems, case management, regulatory compliance
Preferred skills
Fraud detection reporting systems, complex case escalation handling, data-driven insights
Responsibilities
Oversee fraud/scam case resolution and investigations, supervise customer compensation appeals, develop training materials for fraud detection, track KPIs for case resolution and satisfaction, act as escalation point for high-priority cases, prepare performance and fraud trend reports
Seniority
Senior, leadership/supervisory
