Assistant Customer Service/Fraud Manager
Live Nation Entertainment - Charleston, WV

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Job Description:
Title: Assistant Customer Service / Fraud Manager
Location: Charleston, WV
Who are we?
Live Nation Entertainment is the world’s leading live
entertainment and eCommerce company, comprised of four
market leaders: Ticketmaster.com, Live Nation Concerts,
Front Line Management Group and Live Nation Network.
Ticketmaster.com is the global event ticketing leader
and one of the world’s top five eCommerce sites, with
over 26 million monthly unique visitors. Live Nation
Concerts produces over 20,000 shows annually for more
than 2,000 artists globally. Front Line is the world’s
top artist management company, representing over 250
artists. These businesses power Live Nation Network, the
leading provider of entertainment marketing solutions,
enabling over 800 advertisers to tap into the 200
million consumers Live Nation delivers annually through
its live event and digital platforms. For additional
information, visit www.livenation.com/investors.
Who are you?
Passionate and motivated. Driven, with an
entrepreneurial spirit. Resourceful, innovative, forward
thinking and committed. At Live Nation Entertainment,
our people embrace these qualities, so if this sounds
like you then please read on!

The Role/Responsibilities:
This position will report directly to the Operations
Manager. The primary function will be oversight of the
Fraud Prevention team, but there will be a high level of
interaction with the Customer Service teams and
oversight responsibilities of both Fraud Prevention and
CS will be on an as needed basis.
Fraud Prevention
  • Manage day to day operations of fraud prevention staff
in manual review efforts.
  • Forecasts short term and long term staffing
requirements based upon order volume swings and fraud
activity.
  • Handle customer escalations.
  • Serve as a liaison to upper management, as well as
internal and external customers.
  • Maintain departmental reporting.
  • Perform analysis of high-risk purchases/transactions
via real-time queues and after the fact reports to
identify unauthorized credit card use.
  • Conduct root cause analysis to identify opportunities
to predict, prevent, and mitigate risk within processes
and performance.
  • Identify trends from investigations and reports,
designing countermeasures to stop fraud and mitigate
loss.
  • Research and remain current with industry fraud
trends, recommending preventative measures to the
company.
  • Provide direction and guidance to leadership staff at
the coordinator and supervisory levels, drive key
performance indicators, oversee and enhance performance
coaching process, ensure adherence to defined
performance standards, oversee follow up action, and
promote positive behaviors at all levels.
  • Conduct new hire interviewing and training.
  • Identify optimal balance between quality and
productivity as it pertains to manual review.
  • Other duties as assigned.
Customer Service
  • Manage the customer service/ e-Care staff.
  • Handling customer issues / escalations.
  • Be a liaison to upper management, as well as internal
and external customers.
  • Coordinate major changes in events, directing box
office will call, and required reporting.
  • Oversee the daily activities of the department in
order to meet departmental goals.
  • Develop and maintain relationships with other
departments/contact centers to ensure accurate and up to
date knowledge is shared.
  • Build and maintain a positive work environment which
promotes World Class Service.
  • Handle urgent or escalated customer requests in a
timely manner.
  • Other duties as assigned.
Qualifications:
Position requires at least two years
supervisory/management experience in a fraud prevention,
sales, or service environment. A degree in a related
field is a plus. Must be self motivated with exceptional
organizational and communication skills. Strong
attention to detail and the ability to prioritize and
muti-task are important. Knowledge of MS Word?Excel
preferred.
If the above description sounds like you and fits your
background, apply online at
http://www.livenation.com/careers/index.html to join the
Live Nation Entertainment team today! Applicants for
employment in the U.S. must possess work authorization
which does not require sponsorship by the employer for a
visa.
EQUAL EMPLOYMENT OPPORTUNITY
Live Nation Entertainment strongly supports equal
employment opportunity for all applicants regardless of
race, color, religion, sex, gender identity, pregnancy,
national origin, ancestry, citizenship, age, marital
status, physical disability, mental disability, medical
condition, sexual orientation, genetic information, or
any other characteristic protected by state or federal
law.
HIRING PRACTICES
The preceding job description has been designed to
indicate the general nature and level of work performed
by employees within this classification. It is not
designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities, and
qualifications required of employees assigned to this
job. Live Nation Entertainment recruitment policies are
designed to place the most highly qualified persons
available in a timely and efficient manner. Live Nation
Entertainment may pursue all avenues available,
including promotion from within, employee referrals,
outside advertising, employment agencies, Internet
recruiting, job fairs, college recruiting and search
firms.

Benefits:
This is a full-time position which offers a
comprehensive benefit package for employees and eligible
dependents. This package includes medical, dental,
vision, life insurance and a prescription drug program.
Flexible spending account and tax deferred 401(K) plan
is also available.
Req. Code : 3537
Division/Department : Contact Centers

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