Director, Fraud Operations and Intake

Director, Fraud Operations and Intake page is loaded## Director, Fraud Operations and Intake locations:
Sandy, UTtime type:
Full time posted on:
Posted Todayjob requisition :
R19813#
** Please reference the schedule and minimum qualifications listed below before applying.
** If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at  option 1 or email  and every reasonable effort will be made to accommodate your needs in a timely manner.#
** Job Summary
** Mountain America Credit Union (MACU), a financial institution managing over $20 billion in assets with branches throughout the Mountain West region, is seeking a Director of Fraud Intake and Support. Reporting to the Vice President of Fraud Management, this role will contribute to the development of MACU's fraud strategy. Key responsibilities include leveraging vendor partnerships, integrating emerging technologies, fostering innovation, and maintaining robust controls to adapt to the evolving fraud landscape while enhancing member experiences.

Additionally, this position ensures that needs related to fraud concerns for both members and team members are appropriately addressed. The incumbent will collaborate with leaders across the organization to continuously seek solutions to improve the experiences of members and team members.#
** Job Description
**** LOCATION
* * Mountain America Center
9800 S Monroe St  Sandy, UT 84070
** SCHEDULE
* * This is a hybrid role with both in office and remote work, depending on business need.

To be effective, an individual must be able to perform each job duty successfully.
* Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Intake and Alerting Operations Team; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member.
* Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s fraud intake and Alerting Operations Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience.
* Partnering with the leadership of the Fraud team to implement and maintain advanced fraud detection systems to ensure they are continuously updated to counter new threats.
* Establish KPI and SLA standards and ensures the team consistently meets or exceeds standards. Responsible for providing 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
* Define, execute, and supervise team projects, establish project plans, timelines, communicate progress, and ensure on-time delivery. Develop and maintain a culture of ownership, accountability, speed and focus. Take responsibility for the overall results of the Fraud Intake and Alerting Operations Team
* Responsible for call tree solutions and effectiveness and all Fraud team Knowledge Center content.
* Provide direction and support to Analysts who review fraud alerts, manage escalation processes, and ensure the timely resolution of confirmed fraud events. Collaborate with the data and analytics team to develop actionable insights and strategies to around patterns and trends in fraudulent activities.
* Oversee the investigation and remediation of fraud incidents, ensuring timely escalation and reporting to senior management and regulators
* Mentor and develop staff members on the latest fraud detection techniques and ensure  the team is equipped to handle member cases.
* Regularly collaborate 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 help reduce fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate.
* Critical leader in collaborative partnership between Fraud and Member…