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Claims & Fraud Operations Lead, ID Theft

Company: Santander Holdings USA Inc
Location: Plano
Posted on: September 24, 2022

Job Description:

Claims & Fraud Operations Lead, ID Theft

Dallas, United States of America


Essential Functions:

  • Assists other Claims and Fraud Operations investigators, or compliance advisors with questions related to process and procedure.
  • Monitor various work queues to ensure effective workflow and service level requirements are met
  • Supports leadership by assisting with team communication regarding process changes, daily work volumes, production and quality goals results, etc.
  • Assist case reviews for new hires or cross trained associates
  • Researches complex fraud cases in order to assist with descisioning and training/communication with teammates to ensure on-going development.
  • Collaborates with Credit, Funding, Dealer Quality, Legal department, and the Executive Office to resolve complex litigation, escalated claims and complaint matters relating fraud
  • Works with internal and external business units to obtain documents and necessary business information relevant to fraud.
  • Assist with post case determination follow-up items, such as repossession, charge-off, CBR reporting and law enforcement notification.
  • Performs other duties including but not limited to side by side training, UAT support: researching and retesting defects raised and Special Projects as needed
  • Responsible for meeting individual Quality Assurance and Performance metrics.
  • Keeps leaders informed of any recognized opportunities or gaps in process or information sharing that could result in financial or reputational risk to SC.
  • Acts as a point of contact and provides support to the team and department in the absence of Managers.
    • Experience -
      • 3-5 years Auto Servicing/Originations role or related experience.
      • 1+ year of Auto Fraud and/or Compliance experience (recent experience preferable).
        • Skills & Abilities -
          • Complete understanding of various Fraud Types, Lexis Nexis, TLO, Fiserv FCRM Case Management, FinCen E-Filing (if applicable), internal SC systems (Credit.Net, CARS & MySup) and E-Oscar
          • Demonstrates attention to detail and the ability to read and interpret account documentation.
          • Strong problem solving and critical thinking skills.
          • Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills.
          • Strong verbal and written communication skills.
          • Strong organizational and time management skills.
          • Ability to work independently as well as collaboratively within a team environment.
          • Ability to stay abreast of industry best practices, procedures, and techniques.
          • Ability to change direction as project demand dictates.
          • Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner. Associate of Science (AS) English

            Primary Location: Dallas, Texas, United States of America

            Other Locations: Texas-Dallas

            Organization: Santander Consumer USA Inc.

Keywords: Santander Holdings USA Inc, Plano , Claims & Fraud Operations Lead, ID Theft, Other , Plano, Texas

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