Fraud Operations & Investigations Manager

Overview

Reports to: Vice President, Fraud

Functions Supervised: Direct and control the daily operations of distributed operations for fraud prevention, investigation, and claims resolution.

Primary Functions: This role actively contributes to the implementation and execution of the Credit Union's overall fraud strategy. It establishes effective processes, standards, reporting, and recommendations that balance mitigation efforts with acceptable service levels. Accountable for maintaining operational readiness and increasing coverage, speed, and effectiveness, while managing fraud risk and losses in accordance with enterprise financial plans.

Duties and Responsibilities:

• Establish and ensure strong operational processes and procedures aimed at balance of controlling fraud exposure with supporting member service.
• Define and lead fraud strategies to identify, investigate, and mitigate fraudulent activities.
• Ensure alert penetration rates, service level agreements, alert/case inventory, and production quality align with risk tolerance thresholds established by Fraud Strategy & Analytics, as well as executive leadership.
• Ensure accurate and timely resolution of member claims as allowed by Regulation E, Regulation Z, Visa, NACHA, federal guidelines and credit union policies and procedures.
• Ensure accurate and timely reporting of suspicious activity as required by the Bank Secrecy Act.
• Stay informed on industry best practices and ensure the Credit Union is optimizing fraud capabilities.
• Responsible for the personnel function within the department including staffing, training, evaluating performance, employee morale, and policy compliance.
• Serve as consultant on Credit Union initiatives where fraud exposure is possible.
• Maintain an in-depth knowledge of federal and state laws, industry regulations, and credit union policies applicable to fraud, financial transactions, and disputes.
• Develop and manage comprehensive fraud, operational, and performance management reporting and present results to executive management.
• Ensure executive leadership is apprised of critical incidents, emerging threats, and operational readiness.
• Participate in root cause analysis reviews of large loss incidents to help identity process gaps and recommend policy changes.
• Effect cost efficiencies by automation and elimination of manual processes or redundancies.
• Work with all law enforcement, protective agencies, and financial institution contacts for fraud related investigations.
• Ensure compliance with laws, rules, regulations, policies and procedures applicable to assigned departments and related credit union activities.
• Champion continuous improvement and standardized processes that drive productivity and quality across the credit union.
• Perform other duties as assigned.

Education: Bachelor's degree in Business Administration, Criminal Justice or related.

Creditable Experience in Lieu of

Education:

Five years' experience in the area of financial institution operations or financial crimes investigations, of which at least three years should be in a comparable management position.

Experience/

Skills:

Outstanding aptitude to lead, influence, and build consensus across diverse groups. Process-driven with the capability to design and implement solutions for increased efficiency and management oversight. Excellent interpersonal skills with the ability to build collaborative relationships with various business units. Strategic and tactical analysis skills as well as the ability to exercise discretionary judgment. Demonstrates strong proficiency in both oral and written communication.

Capacity to work in a fast-paced and dynamic environment with a drive to deliver outstanding results. Experienced in leading complex investigations related to potential losses and/or suspected criminal activity. Experienced in leveraging fraud prevention and detection technologies and tools. Well-versed in strategies for mitigating and investigating Identity Theft, check, card, ACH, and payment fraud. Certified Fraud Examiner (CFE) or equivalent credentials are preferred.

Tenure: Not Applicable

Fraud Operations & Investigations Manager (Category 07)

Salary Pay Range: $90,389 - $152,718 annually. Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
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