Customer Service – Authorization Manager (Direct Credit Card Experience Only))

Key Responsibilities:

Team Setup:

• Identify staffing needs, create job descriptions, and recruit/train team for operational readiness.

Team Development:

• Establish reporting hierarchy, allocate roles, and ensure operational efficiency.

Develop Authorization Frameworks:

• Create policies, workflows, and SOPs; define SLAs for approval timelines; analyze data for improvements.

Technology Deployment:

• Collaborate with IT and procurement teams to select and implement tools for authorization activities.

Daily Operations Management:

• Oversee authorization requests, ensuring SLAs and quality standards; manage high-value approvals and staffing during peak periods.

Risk and Fraud Prevention:

• Establish escalation paths, ensure proper risk assessments, and monitor for suspicious activities.

Performance and Reporting:

• Track KPIs (e.g., turnaround time, accuracy), conduct performance reviews, and report on trends and risk mitigation.

Compliance & Audit Documentation:

• Ensure authorization processes align with policies and regulatory requirements, maintain audit readiness, and collaborate with auditors.

Work Environment:

• Full-time position in call center environments, with potential for extended hours or weekend work based on business needs.

Qualifications:

• Bachelor’s degree or higher in business administration, or related field
• 5+ years of experience in authorization operations, management or related filed, preferably in the banking or credit card industry
• Strong understanding authorization tools workflow and fraud prevention systems
• Analytical and problem-solving skills with a focus on operational efficiency 
• Proficient in data reporting and analysis tool
• Excellent leadership and team building skills
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Ability to handle high-pressure situations.