Fraud Prevention and Risk Investigations - Senior Manager - Fraud Operations

Overview

REPORTS TO: DIRECTOR - FRAUD SERVICES

DEPARTMENT: FRAUD PREVENTION AND RISK INVESTIGATIONS

JOB CODE: 11694

PAY RANGE: $ - $ ANNUALLY

General Description: The Senior Manager, Fraud Operations, will establish and lead a comprehensive investigations capability covering various domains of fraud, including but not limited to identity, financial, loss prevention, cybersecurity, platform abuse, fraud rings, and organized crime. Broad financial industry best-practice fraud prevention and resolution experience is required. Responsible and accountable for the investigation operations and oversight of the Financial Investigations department and staff.

Meet or exceed the objectives and service levels set for identifying, reducing, and resolving fraudulent activity that involves the credit union. Lead in the coordination of all Fraud activities institution wide including exam management, implementation of/assistance with risk assessments, and development of targeted training. A high degree of focus on case and fraud alert management will be required for success.

Develop highly skilled staff to effectively protect the assets of the credit union and assist members during fraud events. Assess varied situations for associated risk to implement proper resolutions based upon current risk tolerances. Implement key fraud strategic priorities that will measure success of fraud program. The ability to track staff performance and manage to daily service levels agreements will be vital.

Experience with fraud case management systems and the evaluation of such systems is required. The ability to build and motive high team performance will be key determinant of success.

STATUS: EXEMPT

REPORTS TO: DIRECTOR - FRAUD SERVICES

• Operations Management:
  Ensure production goals and service level agreements (SLAs) are maintained. Effectively manage capacity plan for Investigation inventory, including agent tuning and case aging. Identify and implement continuous process improvements to increase efficiencies, reduce cost, and minimize risk while ensuring minimal member impact and continued compliance with regulations. Define and implement standard operation procedures for fraud investigations, ensuring consistency and efficiency across teams.
• Performance Management:
  Develop and monitor KPIs using scorecards to assess the effectiveness of fraud investigations and identify areas for improvement. Analyze fraud-related data and create reports for comprehensive analysis while providing high-quality reporting to management. Identify operational strategies to mitigate fraud losses.
• Regulatory Compliance:
  Maintain ongoing subject matter expertise regarding Fraud and related regulations including state and federal laws and regulations related to credit union compliance (e.g., OFAC, FACTA, Reg CC, Reg E, UCC, Check 21, BSA/AML, Visa and other card regulations).
• Team Leadership:
  Build and lead high-performance teams; promote skill development, coaching for improvement, and uphold credit union values to sustain positive morale.
• Quality Control:
  Analyze data using quality monitoring and data management to track department and individual performance. Ensure quality assurance for all investigation cases and coordinate with the BSA team. Conduct staff reviews per schedule.
• Cross-Functional Collaboration:
  
  Work with cross-functional teams to develop and implement fraud strategies. Maintain strong relationships with internal departments, other financial institutions, law enforcement, and vendors.
• Project Management:
  Participate in projects, training, and educational sessions related to department functions or as directed by management.
• Member
  
  Experience:
  
  Provide excellent member service for impacted members; handle escalations and resolve complex issues.
• Represent the credit union in contacts with business/trade associations, members, regulatory agencies; attend industry events to promote the credit union’s image.
• Regulatory Understanding:
  Develop and maintain understanding of regulatory requirements and risks; establish controls that mitigate risks aligned with the credit union’s risk appetite and ensure compliance.
• Travel as required.
• Perform…