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Customer Finanical Services Supervisor

Cedar Rapids, IA

Job Reference #: 340700

Job Information:

We are a specialty retailer offering the very best of what’s next in fashion from men, women and children since 1901.

A LOT GOES INTO THAT TINY SHOPPING CART.
Our e-commerce team, Nordstrom.com ensures that customers experience the same great fashion and service as they expect in our stores. This team works throughout the company to deliver great shopping through cutting-edge technology.

A day in the life…
The Customer Financial Service Supervisor is responsible for playing a key role in the service and performance of their team by supporting Customer Financial Service Agents through coaching and development. They will oversee the day-to-day operations of ensuring customer satisfaction while meeting service level standards and promoting a high level of excellence to both internal and external customers.

Shift: 6:00 PM – 2:00 AM
Responsibilities:
  • Coach a team towards creating exceptional customer service interactions pertaining to fraud from unwanted charges on the customer’s credit card, delivery issues, and charge back losses.
  • Coach to consistence reduction in losses due to fraudulent activity.
  • Coach team member on any customer service issues and provide support for issue resolution.
  • Develop motivating practices for team members.
  • Communicate and train team members on new procedures and guidelines.
  • Participate in the recruiting, hiring and retention of exceptional talent.
  • Answer escalating calls, utilize problem-solving skills and offer effective solutions.
  • Recommend and implement process improvement to gain maximum operational efficiency.
  • Project management through planning, organizing, securing and managing resources to achieve specific goals.
  • Oversee/support internal day-to-day operations when Supervisor is absence of Supervisor.
  • Answer escalating calls, utilize problem-solving skills and offer effective solutions.
  • Write and deliver performance evaluations in a timely manner to ensure the growth and development of Customer Care Specialists.
  • Record keeping and documentation as required by the business.
You own this if you have
  • 2-3 years experience in a leadership role (Trainer, Lead, Asst Mgr, Mgr) (Preferred fraud and customer service experience with leadership duties).
  • 2-3 years experience in Fraud or related field.
  • E-commerce fraud screening experience required.
  • Ability to execute and implement change.
  • Experience in analyzing large sets of data to identify patterns.
  • Strong understanding of fraud and charge back processes.
  • Active listening skills with strong written and verbal communication skills.
  • Excellent time management skills, including the ability to lead a team and delegate effectively to accomplish group goals.
  • Approachable and accessible to all employees.
  • Able to demonstrate good judgment when making decisions.
  • Strong knowledge of all Nordstrom Customer Care applications, Microsoft Applications, and Fraud as it relates to Nordstrom.

We’ve got you covered…
We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan, employee stock purchase plan and much more depending on your role.

We are an equal opportunity employer committed to providing a diverse environment.
This job description is intended to describe the general nature of the work employees can expect within this particular job classification. It is certainly not a comprehensive inventory of all duties, responsibilities and qualifications required for this job.

Posted 05/23/18

Job ID: 42809625