Assistant Manager, Fraud Management

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

$97,552.00 - $

40

Assists the department manager in administering the day-to-day operation of the Fraud department. This position is responsible for successfully leading a team of fraud investigators assigned to one or more of the following Fraud investigations, check fraud, fraud phone support or fraud prevention.

• Deliver an exceptional Member service experience across all fraud processes.
• Partner with the BSA department to ensure appropriate fraud matters are referred for regulatory reporting.
• Lead, coach, and inspire a high performing team, and enhancing investigative knowledge and capability.
• Oversee high volume fraud intake, ensuring sound decision making even in ambiguous scenarios.
• Maintain strict confidentiality and ethical standards while working with highly sensitive Member information.
• Assign, monitor, and evaluate the efficiency of fraud prevention tasks, alerts, and workflows.
• Ensure adequate phone support coverage, and regularly evaluate call quality to support accurate guidance and excellent service.
• Use Genesys and related metrics to improve KPIs including answer time, handle time, talk time, and similar indicators.
• Apply data-driven performance management, leveraging metrics such as loss ratios, recovery rates, case closure rates, and service scores.
• Contribute to enterprise-wide fraud awareness by sharing insights on emerging risks, trends, and schemes.
• Participate in cross-department and enterprise projects that require fraud expertise.
• Interpret and help improve SOPs, desktop procedures, and toolkits to strengthen operational consistency and risk mitigation.

• Supervises team members directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling staff.
• Helps establish, communicate and achieve the Credit Union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
• Identifies areas to streamline department and Credit Union operations.
• Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
• May act in the capacity of the Manager in their absence.
• Performs other duties as assigned.
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

• High School Diploma or GED required
• Bachelor's Degree or equivalent years of experience required
• 3-5 years of prior functional experience required
• 1-3 years of prior management experience required

• High level of analytical skills
• Proficiency with fraud prevention platforms such as Chex Systems, Early Warning Services, ACI Proactive Risk Manager, and similar industry tools.
• Strong communication and reporting abilities, including the capability to brief leadership, draft executive-level memos, and prepare accurate police reports.
• Effective collaboration skills, with the ability to work closely with key internal and external partners—such as Compliance, Branch Operations, the Member Contact Center, Accounting, Safety & Physical Security, Records, and Item Processing—to support fraud-related objectives.

Schools First FCU is committed to Diverse, Equitable, and Inclusive Hiring.

At Schools First FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

Schools First Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Schools First FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.