Description:
LEAD SPECIALIST - FPDR

Classification - Non-Exempt

About us:

Target is an iconic brand, a Fortune 50 Company and one of America's leading retailers.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication - whether with guests or Target Team members. From guest services professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service-from inside out-through enterprise services our people can count on.

Our guest-facing contact centers directly impact Target's profit and growth while fostering an exceptional guest experience and guest satisfaction. Beyond our world-class contact centers, there are many important challenges to be met in other FRS teams like the FRS Operations and Product Team, which plays at the intersections of process and technology, and Contact Center Support Services (SCSO) which develops comprehensive service delivery strategies for our contact centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (REDcard, GiftCard). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the FRS Controller heads up FRS Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution (FPDR).

As a FPDR Lead Specialist, you will provide support and mentoring for internal Team Members regarding soft skills, policy procedures and system functionality. This can include side by sides, call listening, delivering Team Member feedback, as well as individual coaching. Lead Specialists will motivate and engage all Team Members on the floor in all areas of the business. Additionally, the Lead Specialist will help to keep track of all learning opportunities and assist in identifying training needs and gaps within the team. Most importantly, the FPDR Lead Specialist will help Team Members provide a Target branded Guest experience with every interaction.

Lead Specialist interact with Leaders and other key business partners to assist with any gaps in processes/procedures and various projects. They also help in the successful onboarding of new hires providing subject matter expertise and support in training classes. Lead Specialists will also assist in identifying, evaluating, and communicating guest trends to leadership in a timely manner. Job duties may change at any time due to current business needs.

About you:

• Strong customer service perspective/experience
• Ability to interact with Guests, Team Members and Internal Business Partners with professional and friendly style
• Demonstrate leadership ability
• Excellent communication and organizational skills
• Independent and self-motivated to meet and exceed prescribed goals
• Strong technical skills, ability to work within multiple systems, and high proficiency with PC/Microsoft applications
• Ability to flex schedule to meet demands of the business

Qualifications: