Digital Banking & Fraud Manager

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Full Time Norwich, CT, US

Position Summary:The Digital Banking & Fraud Operations Manager oversees the daily operations, strategic development, and risk management of the Bank’s digital banking channels. This role ensures an efficient product life cycle, exceptional customer experiences, strong fraud prevention practices, effective vendor partnerships, and operational excellence across digital services. The manager leads departmental staff, drives continuous improvement, and supports strategic initiatives that enhance digital banking capabilities and customer engagement.

Primary Duties and Responsibilities:

Digital Banking Operations & Strategy

• Oversee day‑to‑day operations of the Digital Department, including customer service support, digital platform administration, fraud oversight, vendor management, and marketing/strategic support.
• Manage the bank’s existing digital banking product lines including: consumer and business online banking with bill pay, P2P, debit cards, digital wallets, remote deposit capture, and various cash management services including ACH origination, wire transfer, account analysis, lockbox and positive pay.
• Develop and maintain the Bank’s digital banking strategy roadmap, evaluating existing online and mobile offerings and identifying opportunities for enhancement, innovation, and revenue growth.
• Manage digital banking system releases, including test planning, coordination with internal teams, execution, documentation, and communication of results prior to production deployment.
• Act as liaison between digital banking vendors, customer‑facing channels, marketing, and internal departments to ensure seamless delivery of digital banking experiences.
• Review weekly digital banking reports (e.g., I‑Banking Admin Activity, Impersonated User Activity) and ensure timely follow‑up on identified issues.
• Oversee fraud activity across digital and operational channels, ensuring effective monitoring, trend analysis, and identification of emerging risks.
• Implement proactive fraud controls to detect, investigate, and mitigate suspicious activity across debit cards, wires, checks, ACH, and other transaction types.
• Provide management reporting on fraud trends, disputes, claims, and ATM performance.
• Collaborate with law enforcement and internal teams to support investigations and ensure compliance with regulatory and risk‑management requirements.
• Develop, maintain, and monitor policies and procedures related to digital banking risks, ensuring compliance with Bank standards, state and federal regulations, NEACH/NACHA rules, and industry best practices.

Customer Service & Issue Resolution

• Support customer service escalations, ensuring timely and professional resolution of inquiries, complaints, and digital banking issues.
• Monitor service levels and workflow processes to ensure customer requests are handled efficiently and in accordance with Bank policies.
• Provide guidance and support to branch personnel regarding digital banking and account‑related inquiries.

Product Evaluation & Business Analysis

• Assess customer needs, market potential, operational feasibility, and profitability of new and existing digital products and services.
• Maintain knowledge of banking products, services, technology, and regulatory requirements to recommend enhancements or procedural changes.
• Provide direction and support for Cash Management onboarding and implementation activities.

Compliance & Reporting

• Ensure departmental compliance with Bank policies, regulatory requirements, NEACH/NACHA rules, and digital banking standards.
• Serve as the Bank’s ACH Coordinator, including preparation of annual Board reporting.
• Prepare and deliver management reporting related to digital banking performance, fraud activity, disputes, and operational metrics.
• Ensure departmental milestones and goals are met within approved budgets.

Leadership & Staff Development

• Supervise Digital Banking personnel, including hiring, training, coaching, performance evaluation,…