Fraud Detection Operations Manager

Responsibilities

• Manages a staff of Fraud Detection analysts responsible for reviewing suspicious activity on client accounts
• Leads the day-to-day operations of the team (up to 20 teammates), ensuring service excellence and optimizing workflow
• Develops and leads a high-performing team, including hiring, mentoring, coaching, and promoting inclusivity
• Ensures compliance with government regulations and bank policies by implementing and testing procedural controls
• Resolves complex client issues, maintaining quality and quantity of production within budget
• Organizes workflow and delegates workload to adhere to established service level agreements

• Bachelor's Degree or equivalent experience (preferred)
• 3+ years of fraud operations experience (required)
• 3+ years experience in operations leadership or equivalent, preferably within a financial institution or supporting operation (preferred)
• Experience with Fraud Detection systems used by frontline teammates
• Strong knowledge of core fraud concepts, particularly those related to wires, ACH, Zelle, and all other activity conducted via online banking
• Dedicated to meeting the expectations and requirements of internal and external clients; acts with customer-centric mindset; gains trust and respect from clients.
• Demonstrates client sensitivity.
• Advanced PC skills and ability to use MS Office (Word, Excel)

• fraud operations
• fraud detection systems
• core fraud concepts
• wires
• ACH
• Zelle
• online banking
• operations leadership
• procedural controls
• workflow optimization

• team management
• mentoring
• coaching
• inclusivity
• client sensitivity
• customer-centric mindset
• trust building
• communication
• problem resolution
• service excellence

• Bachelor's Degree