Fraud Prevention Manager

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The Manager, Fraud Prevention is responsible for leading the Bank’s front-line fraud prevention function, including daily fraud alert management, transaction monitoring activities, customer fraud response, and prevention staff oversight. This role ensures fraud prevention operations are executed effectively, consistently, and in alignment with the Bank’s risk appetite, service standards, and operational expectations.

The Manager, Fraud Prevention is accountable for the performance of the fraud prevention team, the quality and timeliness of alert and case handling, and the coordination of fraud prevention activities the bank. This position serves as a key escalation point for complex fraud prevention matters and helps drive procedural improvements, team development, and operational consistency.

Essential Responsibilities:

• Lead, supervise, and develop fraud prevention staff and team leads responsible for daily transaction monitoring and fraud alert handling.
• Oversee day-to-day fraud prevention operations, including queue management, workflow prioritization, staff coverage, and service level performance.
• Ensure fraud alerts, suspicious transactions, customer contacts, and prevention-related cases are reviewed and resolved accurately and within established time frames.
• Serve as the primary escalation point for complex or high-risk fraud prevention events, including unusual account activity, customer-impacting fraud situations, and operational exceptions.
• Balance fraud mitigation efforts with customer experience considerations to support sound decision-making and minimize unnecessary customer disruption.
• Partner with Deposit Operations, Contact Center, Branch teams, Risk, Compliance, and other internal stakeholders to support fraud controls and issue resolution.
• Monitor fraud volumes, trends, workflow bottlenecks, and loss patterns and recommend improvements to staffing, processes, procedures, or controls.
• Support the implementation and ongoing refinement of fraud prevention procedures, job aids, workflows, and documentation standards.
• Perform quality oversight of team activity to ensure consistency, proper documentation, and compliance with internal policy and regulatory expectations.
• Manage team performance through coaching, feedback, training, and performance discussions, while fostering accountability and continuous improvement.
• Assist with onboarding and development of new employees and support creation of a scalable, well-trained prevention team structure.
• Contribute to fraud reporting, management updates, trend analysis, and department metrics as needed.
• Support change management efforts related to fraud tools, monitoring strategies, system enhancements, and procedural updates.
• Maintain awareness of evolving fraud typologies, scam trends, and customer-impacting threats affecting deposit and payment channels.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.
• Other…