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Date live: May. 02, 2023

Business Area: COO & Functions

Area of Expertise: Operations

Reference Code: 90368185

Contract: Permanent

Salary / Rate USD 55000 to 85000

Fraud Investigation & Recovery Manager

Whippany, NJ

As a manager of Fraud Investigation, a colleague would be responsible for the daily operation, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances
Please discuss the detail of the working pattern options for the role with the hiring manager.

Salary / Rate Minimum: $ 55,000

Salary / Rate Maximum: $ 85,000

What will you be doing?

·Managing daily staffing and workflow and ensure adherence to department quantity and quality standards

·Managing and proactively identify service delivery failures and escalate issue or impact to appropriate business owners

·Meeting regularly with individual team members; coach them to meet and exceed their metrics

·Utilizing reporting and direct observation to keep them abreast of their performance towards defined goals

·Providing performance analysis to implement action plan strategies to improve overall performance

·Being a resource for policy, procedure, and human resources related questions

·Making decisions specific to function are generally made without seeking approval from senior leaders

·Facilitating extensive interaction with direct reports through coaching and mentoring

What we’re looking for:

2+ years leadership experience

Service Level, queue, and staffing management

Leadership or supervisory experience in a call center environment

Banking, Credit Card, Disputes, Fraud and Financial Services

Skills that will help you in the role:

·Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards

·Excellent written and verbal communications skills with proficiency utilizing a PC

·Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management

·Enthusiastic, customer solution focused

Where will you be working?

You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.


USD 55000 to 85000

More about working at Barclays

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

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We exist to provide responsible finance to people and business – but also a whole lot more.


We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.


We discover our full potential through our desire to Empower, Challenge and Drive each other.