Fraud Manager

Kennebunk Savings operates on the shared belief that Helping One Another Is the Right Thing To Do. Our Core Values – Trust, Integrity, Proactive and Empathy provide the guide posts for how we support that belief. They guide our day to day actions – from the way we build relationships, to how we make decisions and problem solve, to how we interact with one another.

Our Core Values form the foundation of our culture. Embodying them forms the basis of what makes for a successful employee at Kennebunk Savings.

The Fraud Program Manager plays a key role in identifying, investigating, and mitigating fraudulent activity while serving as a trusted advocate for customers impacted by or concerned about fraud. This role blends strong analytical skills and knowledge of fraud trends with a customer-first mindset, acting as a primary point of contact throughout the fraud response and resolution process. In addition to proactive fraud monitoring and collaboration across teams to drive timely outcomes, the incumbent addresses customers’ broader needs through effective problem resolution and a strong understanding of customer products and promotions.

Through clear communication, sound judgment, and empathetic service, they help preserve customer trust and reinforce a strong culture of care and accountability.

• Provide strategic planning and execution for the bank’s fraud risk management program, overseeing prevention, detection, investigation, and resolution.
• Serve as the organization’s subject matter expert on fraud risk, representing the organization with regulators, committees, and board-level subcommittees.
• Ensure fraud policies, controls, and response strategies align with the bank’s Core Values, regulatory standards, and high-touch customer experience expectations and delivery.
• Regularly update leadership on emerging fraud risks, trends, and control gaps to inform enterprise risk decisions.
• Collaborate with internal business partners to ensure the bank’s fraud policies, standards, and response frameworks are consistently applied across the organization.

• Act as a key escalation point for high-risk customer fraud cases, ensure thoughtful remediation and resolution while preserving the customer’s trust.
• Partner with Customer Care, Operations and other leaders to embed fraud empathy, clarity, and consistency into all customer-facing interactions.
• Serve as a customer advocate by balancing risk mitigation with customer experience.
• Build and maintain relationships with law enforcement, industry groups, peer institutions, and organizational teams to enhance the collective fraud prevention efforts.
• Act as a public-facing fraud expert when appropriate, supporting thought leadership and customer/community education initiatives.
• Serve as a liaison between Fraud, Operations, Customer Care, Legal, Compliance, Marketing, Information Security and Risk teams.

• Partner with key business stakeholders to strengthen the bank’s resilience against fraud and emerging financial crimes through ongoing optimization of current fraud mitigation platforms, controls, and practices, while identifying, evaluating, and advancing new technologies that improve fraud detection, prevention, and response and reduce operational, financial, and reputational risk.
• Oversee fraud metrics, dashboards, and performance reporting to monitor trends, emerging scams, operational effectiveness, and loss exposure.
• Lead the bank’s response to complex and high-impact fraud events, including root cause analysis and remediation strategies while ensuring rapid, consistent and knowledgeable handling of fraud incidents.
• Oversee fraud investigation workflows, escalation protocols, and customer remediation processes to ensure accuracy, timeliness, and consistency.
• Supervise fraud-related operational programs ensuring alignment with risk appetite.
• Provide executive-level guidance and reports during major fraud incidents and crises.
• Ensure compliance with company policies, audit requirements, security standards, budgets,…