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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.

Our e-commerce team, 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
  • 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