Director, Fraud Operations and Intake

Job Summary

Mountain America Credit Union (MACU) is seeking a Director of Fraud Intake and Support. This role reports to the Vice President of Fraud Management and is responsible for developing MACU’s fraud strategy, leveraging vendor partnerships, integrating emerging technologies, fostering innovation, and maintaining robust controls to adapt to the evolving fraud landscape while enhancing member experiences.

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

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

• Provides leadership and development of direct reports to ensure high performance and competence of the Fraud Intake and Alerting Operations Team; builds a high‑performing team with succession plans, cross‑training, and stretch goals.
• Works with the VP of Fraud Management to define the strategic plan for development and maintenance of MACU’s fraud intake and alerting operations team platforms, policies, procedures, and standards.
• Responsible for implementation, execution, and outcomes of the strategy, emphasizing operational excellence and exceptional member experience.
• Partners with the fraud team leadership to implement and maintain advanced fraud detection systems that are continuously updated to counter new threats.
• Establishes KPI and SLA standards and ensures the team consistently meets or exceeds them.
• Provides regular reporting to fraud and senior leadership.
• Leads and directs the management of vendor relationships and systems utilized by the Intake and Alerting Operations Team.
• Defines, executes, and supervises team projects, establishing plans, timelines, communicates progress, and ensures on‑time delivery.
• Responsible for call tree solutions, effectiveness, and all Fraud team Knowledge Center content.
• Provides direction and support to analysts who review fraud alerts, manage escalation processes, and ensure timely resolution of confirmed fraud events.
• Collaborates with the data and analytics team to develop actionable insights around patterns and trends in fraudulent activities.
• Oversees investigation and remediation of fraud incidents, ensuring timely escalation and reporting to senior management and regulators.
• Mentors and develops staff members on the latest fraud detection techniques and ensures the team is equipped to handle member cases.
• Regularly collaborates with other fraud teams and business units to identify and mitigate emerging fraud threats.
• Leads development of training used by the Fraud team and other business units to reduce fraud risk, increase efficiency, and improve member experience.
• Acts as a critical partner between Fraud and Member Services focused on reporting fraud metrics to branches and the service center to enhance the prevention of fraud and protect members.
• Continuously monitors and complies with all regulations as required by law, including BSA, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, SBA regulations, Regulation E, and Regulation Z.
• Actively participates in routine audit processes associated with these regulations.
• Keeps current on fraud trends and potential threats.
• Performs other duties as assigned.

• Bachelor’s degree in business, finance, or a related field, OR four years of additional combined progressive experience in a financial setting. Education must be from an accredited institution. Master’s degree preferred.

• Nine or more years in banking/financial services with experience in fraud detection and prevention.
• Five or more years of leadership experience managing multiple teams and levels of leadership.

• Certified Financial Crime Investigator or other related certification preferred.

• Supervisory/manageral responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of two to fifteen employees.

• Advanced skills with Microsoft Office Suite, including Outlook, Word, PowerPoint, and Excel.
• Experience and knowledge of CRM and/or other customer management software. Experience with Symitar preferred.

• Demonstrated ability to clearly express…