Customer Security Coach
ING DIRECT (Minneapolis, Minnesota)

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Description: Job Summary:

The Customer Security Coach is responsible for all aspects of daily operations within the departments; this includes managing a team of associates in a positive, supportive and motivated production work environment. This person is also responsible for maintaining and ensuring the optimal departmental workflow to achieve corporate and departmental goals. This person will be required to initiate and participate in projects to create efficiencies and reduce risk exposure for ING Direct. This person will be ultimately maintaining and ensuring the optimal operational flow while balancing the business requirements of the company and providing quality client services. Verification of clients personal data and financial transactions for potential and existing clients occur daily to prevent potential fraudulent activity. Monitor phone service levels to meet or exceed department and corporate service level goals.



Essential Functions:

- Manage the day-to-day processing activities of the departments to ensure departmental efficiency and accuracy.

- Ensure adequate processes and proper management of the team to achieve same day processing including Associate performance tracking.

- Manage and/or participate in various department projects and responsibilities.

- Incorporate ING DIRECTs core brand values into department.

- Responsible to achieve personal, department, and corporate goals.

- Monitor staffs progress in achieving personal, department and corporate goals.

- Responsible for the staffing of department as well as handling employee related issues.

- Provide timely performance appraisals for the team as per company guidelines.

- Monitor the development and maintenance of the departments policies and procedure to ensure accuracy and completion of updated manuals.

- Ensures staff adheres to the policies and procedures as described in the policy and procedure manual as well as regulatory and compliance requirements.

- Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced client satisfaction.

- Continually work to deliver efficiencies to the processes, which improve the costs, quality and productivity of the department.

- Work with third parties associated with providing verification of client data to ensure adequate level of service and problem resolutions.

- Establish and manage communication channels within and among departments for continuous improvement of service for internal and external clients.

- Manage and/or participate in various department projects and responsibilities.

- Responsible for assisting with the development and management of cost center budget to stay within forecast.

- Produce weekly and monthly departmental status reports to management prior to designated deadline.

- Ensure timely Government reporting.

- Apply investigative techniques to determine legitimacy of checks, personal data and electronic transactions.

- Monitor potential fraudulent activity to prevent financial losses.

- Track and report financial losses.

- Other duties as assigned Qualifications: - Experience & Qualifications:

4 to 5 years experience in risk or fraud department.

Minimum 2 years management experience.



- Education and/or Certifications:

A post-secondary education preferably in Business Administration, Finance or e-Commerce.

Sound knowledge of check fraud, customer identity schemes, and data provided by third party credit bureau companies.



- Technical skills and abilities:

Demonstrated leadership ability.

Computer literate.

Project management experiences an asset.

Excellent communication skills.

Strong organizational skills.



- Working Conditions:

Adaptability to fast pace and evolving work environment.

Occasional travel may be required.

Flexible work hours and days.

Some overtime may be required Salary/Benefits: Salary commensurate with experience ING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans and fitness programs. Job Location: St. Cloud, MN Job Number: 6004 Company Profile: Why join the ING DIRECT team? We're on a mission to lead Americans back to saving and are looking for people who share that passion to join our team. Our successful Orange Savings Account and Orange Mortgage have set the bar for how to simplify financial products to provide a better deal for consumers. If you are an energetic individual interested in helping build a different kind of bank, we look forward to hearing from you. To learn more about the world's largest direct bank, visit ingdirect.com.

The mandate of the Customer Security Department is to investigate customer information to identify and assist with the prevention of loss due to fraudulent activity. Daily processing of reports and customer contact shall meet defined deadlines and service level requirements of the Bank.