Supervisor, Fraud & Claims Operations

Current Employees of LendingClub: Please apply via your internal Workday Account

LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!

About The Role

The primary function of the Supervisor, Fraud & Claims Operations is to manage the day-to-day operations of our inbound and outbound Fraud & Claims Center of Excellence Call Center Team. This will require you to provide oversight, training, and process improvements against multiple areas within Fraud Operations. You will be responsible for ensure SLA’s are met, our members receive next level service while resolving issues quickly and also limiting the risk to the business. This role will be responsible for defining and executing process analysis, research, and resolution on key areas within Fraud & Claims including issues with account suspensions, onboarding customers, transaction reviews, remediation work, and investigative processes.



What You'll Do

• You will handle day to day team management of this group including call handling time, member satisfaction, after call time, abandonment rate, and other KPIs
• You will ensure your team is staffed appropriately during the dedicated time to assist our members and hire/train as applicable to ensure sustained success of the department
• Regularly monitor live and recorded calls to ensure your team is adhering to our quality standards and providing exceptional service
• You will be the single point of contact for escalations within your group, and our responsible for escalating issues outside of your area and working with other internal stakeholders in the business
• Responsible for identifying operational issues, suggesting improvements, and being available to your team to answer questions
• Our goal is first call resolution; to best assist our members, you will understand the ins and outs of multiple processes within the Fraud & Claim Operations Teams. As well as be provided with additional judgment to resolve members concerns on the first call while also being mindful of the risk to the business
• You will work closely with multiple internal stakeholders to keep up to date on policies, procedures, and changes to ensure your team has the most up to date information to best assist our members. While also training and coaching your team to ensure we are providing the best experience. Additionally, it will be expected that you circle back feedback to those internal stakeholders to identify gaps in the process or process improvements
• Train and develop your team to ensure success and be responsible for updating procedures related to your function
• Possess a strong working knowledge of and adherence to all banking regulations and bank policies and procedures
• Perform excellent customer service with all points of contact including meeting/exceeding service level expectations
• Develop and maintain strong working relationships with frontline sales and support staff to communicate information and provide assistance related to operational processes
• Be a SME regarding Fraud & Claims, specifically our core banking & lending products that your team will encounter.
• Focus on building talent and people capability to enable a high-performance culture
  
  

About You

• 2 years of prior banking experience, preferably in an operations environment; bachelor’s degree; or equivalent work experience
• 1 years of experience supervising a team in a fast paced, highly regulated environment
• The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments
• Proficient in customer service metrics, success, and complaint management
• Preferred knowledge in banking, REG E, REG Z/TILA, or Fraud Operations is desired.
• Excellent customer service, critical thinking, analytical, problem solving, decision making and organizational skills
• Experienced with Microsoft Office Suite, including MS Word, Excel, PowerPoint and Outlook, as well as internet navigation
• Effective written and verbal communication skills
  
  

LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.