Fraud Manager- Investigations

Job Summary

Manage the investigation of fraud committed by and against the membership and direct recovery efforts of fraud losses by coaching, mentoring and training the Fraud Investigations Team to high levels of efficiency and performance. Align the team with the core values and strategic objectives of the credit union.

Mountain America Center, 9800 S Monroe St, Sandy, UT 84070

This is a hybrid schedule with both in office and remote work, depending on business need.

• Direct and manage the daily workflow, processes, and functions of the Fraud Investigations Team to effectively investigate fraud committed by and against members and maximize recoveries through all legal efforts.
• Direct and manage compliance and quality evaluations on the Fraud Investigations Team; apply appropriate decision‑making to ensure quality service to members, productivity and accuracy; recognize and reward performance.
• Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high‑quality experience for members involved in fraud investigations.
• Mentor and develop the Assistant Manager as a leader in the organization.
• Generate and distribute regular performance evaluation reports, including case/workflow management and write‑offs, and analyze trends in investigation and recovery processes.
• Collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats.
• Monitor telephone and written communication to ensure conformance to established service standards; track employee performance; recommend enhancements for continual quality improvement.
• Complete annual performance reviews and establish results‑focused goals for all direct reports; oversee performance reviews for the entire Fraud Investigations Team.
• Conduct training and coaching on Visa Chargeback guidelines, network rules, processes, investigative techniques, internal policies and procedures, and appropriate decision‑making.
• Review investigations to ensure proper documentation and regular coaching.
• Assist with investigations and recoveries; act as a direct point of contact for questions or concerns regarding the investigation process, escalations, and possible suspicious claims.
• Effectively communicate with direct supervisor on all matters related to job responsibilities and team operations.
• Provide assistance and training to other business units to mitigate fraud risk, increase efficiency, and improve member experience.
• Keep current on fraud trends and potential threats; coordinate and collaborate with law enforcement and other financial institutions on investigations and recoveries.
• Manage the Fraud Investigations Team budget, staffing levels, and other needs.
• Comply with all regulations as required by law, including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, SBA regulations, Regulation E, Regulation Z, and other applicable laws.

• 5 years professional experience in a progressive financial setting; experience in a fraud setting preferred.
• 3 years experience supervising teams.
• Bachelor’s degree in criminology/criminal justice, business, marketing, finance, economics or related field and 2 years professional experience in a progressive financial setting.
• Certified Financial Crime Investigator or other related certification preferred.
• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
• Experience and knowledge of case management and fraud software systems; experience with Symitar preferred.
• Ability to clearly express ideas, methodology, results and recommendations verbally, in writing, and through insightful reports and graphic illustrations.
• Strong recruiting, engagement and coaching skills.
• Experience investigating application fraud, account take‑over, customer scams and mule activity while maintaining high‑quality customer service.
• Experience with all applicable deposit‑related compliance regulations and laws.
• Adaptability to change, strong organizational and time‑management skills, and the ability to work productively in a fast‑paced environment with multiple projects and timelines.
• Excellent interpersonal skills and the ability to lead and collaborate with ad‑hoc teams.

• Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
• Ability to stand, walk, kneel and crouch occasionally.
• Vision requirements: close vision clear at 20 inches or less; distance vision clear at 20 feet or more.
• Weight lifted or force exerted: lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Environmental conditions:
  
  moderate noise in a business office with computers and printers, light traffic.

This job is not eligible to be performed in Colorado or Connecticut, either remotely or in‑person.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.