BPO Supervisor

Position Title: Supervisor, Credit and AML/ATF Analysts

Status: Full Time – Work from Office

Hours: Monday – Friday, 9:00am - 8:00pm EST

Rate of Pay: Competitive salary based on experience and qualifications

Key Responsibilities:

Team Management:

• Supervise and lead a team of Credit Analysts and AML/ATF Analysts.
• Provide guidance, training, and support to team members to ensure high performance and professional development.
• Conduct regular team meetings to review performance, address issues, and communicate updates.

Fraud and Credit Risk Review:

• Oversee the review of new applications for fraud and credit risk, including outbound calls for fraud and employment verification.
• Supervise real-time analysis of conversations with applicants to assess potential fraud risk.
• Ensure documentation and approval requirements are based on analysis of credit policies.

Credit Management:

• Administer and control credit terms and limits.
• Perform credit limit reviews, reinstatements, and account maintenance.
• Assess creditworthiness of prospective customers, approving, recommending, and negotiating credit terms and limits appropriate to the customer’s requirements and ability.

Customer Interaction:

• Communicate directly with applicants, adhering to brand standards.
• Liaise effectively with other areas impacting the Credit Department.
• Provide exceptional customer service while maintaining high efficiency and accuracy in data analysis and report tracking.

Compliance and Reporting:

• Maintain/exceed established standards and targets, adhering to all credit policies, procedures, and guidelines to mitigate risk.
• Ensure high levels of accuracy in report maintenance and tracking.

Alert Review and Investigation:

• Investigate accounts and internet sources to determine cardholder eligibility as Politically Exposed Persons/Foreign Persons (PEP/PEFP).
• Conduct thorough investigations to make determinations related to the Suppression of Terrorism and Economic Sanctions (SOT).
• Review and analyze unusual transactions that may qualify for reporting under the Prevention of Money Laundering Act (PMLA) guidelines.

Data Analysis and Reporting:

• Analyze data quickly and efficiently to identify potential risks and ensure compliance with AML/AFT regulations.
• Maintain a high level of accuracy in report maintenance and tracking, ensuring all findings are documented and reported appropriately.

Compliance and Risk Management:

• Ensure all activities are conducted in compliance with relevant AML/AFT legislation and internal policies.
• Collaborate with other departments to address and mitigate identified risks.

Qualifications and Requirements:

Educational Background:

• Bachelor's degree in Finance, Business Administration, or a related field preferred.

Experience:

• Minimum of 5 years of experience in credit and AML operations or related fields.
• Previous supervisory experience in the financial sector is an asset.
• Fluent in English; proficiency in French is an asset.

Skills and Competencies:

• Strong communication skills with an excellent command of English (French is an asset) and a professional telephone manner.
• Demonstrated analytical and judgment skills required in dealing with moderately complex procedures and situations.
• Ability to communicate tactfully with various levels of business management in a professional manner.
• Strong organizational and time management skills with the ability to prioritize and manage a heavy workload.
• Demonstrated ability to implement change efforts.
• Highly motivated with the ability to work independently in a fast-paced team environment.
• Knowledge of PCs and strong keyboarding skills.
• Proficiency in MS Word, Excel, and Outlook is an asset.
• TSYS/ADM system knowledge is an asset.
• Flexibility and willingness to work overtime as required.

Additional Information:

• This role requires rotational shifts, which may include evenings, weekends, and holidays.
• The position offers opportunities for professional growth and development within the Credit Card Operations department.