TITLE: SR MANAGER - FRAUD OPERATIONS
STATUS: EXEMPT
REPORTS TO: DIRECTOR - FRAUD SERVICES
DEPARTMENT: FRAUD PREVENTION AND RISK INVESTIGATIONS
JOB CODE: 11694

PAY RANGE: $129,400.00 - $150,000.00 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.

TASKS, DUTIES, FUNCTIONS:

1. 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. Actively strive to 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.
2. Performance Management:  Develop and monitor key performance indicators (KPIs) using scorecards to assess the effectiveness of fraud investigations and identify areas for improvement. Have thorough understanding of fraud-related data and create reports for comprehensive analysis while providing high quality reporting to management. Identify operational strategies to mitigate fraud losses.
3. Regulatory Compliance:  Maintain ongoing subject matter expertise regarding Fraud and regulations including a thorough understanding of state and federal laws and regulations related to credit union compliance including OFAC Sanctions, Executive Orders, FACTA, Reg. CC, Reg. E, UCC, Check 21, Bank Secrecy Act, Anti-Money Laundering laws, Visa and other card related regulations appropriate to the position.
4. Team Leadership:  Experience building high performance teams is required.  This role will foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, by embracing our mission, vision and core values.
5. Quality Control:  Analyze data using quality monitoring report/data management to compile and track performance at department and individual level.  Ensure quality assurance for all investigation cases, including refers to BSA team. Perform staff reviews in accordance with credit union schedules.
6. Cross-Functional Collaboration:  Collaborate with cross-functional teams to develop and implement strategies and initiatives to combat fraud effectively. Build and maintain strong relationship with all internal departments, other financial institutions, law enforcement and vendors.
7. Project Management: Participate in projects, training and educational sessions related to department functions or as determined by management.
8. Member Experience:  Proactively provide great member service for impacted members of fraud. Responsible for handling escalations, exception items and resolving complex issues.
9. Represent credit union in contacts with business and trade associations, members, and regulatory agencies. Attend business functions and industry conferences, and otherwise promote the credit union’s image.
10. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
11. Travel as required.
12. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to interpret, resolve, and document fraud management and related issues, train and evaluate staff, and perform other related tasks.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of staff within business units and departments as needed.
2. EXTERNAL: Federal, state, and local law enforcement, vendors and business partners, and industry peers as needed.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in Criminal Justice or related field preferred. Additional work experience may be considered in lieu of a 4-year degree.
2. EXPERIENCE:

• Minimum of 7 years of progressive fraud management, compliance or other security work within a financial institution, or equivalent combination of education and experience emphasizing fraud management. Large ($10B+) financial services industry experience preferred.
• Five years of more leadership experience directly managing a team of five or more within a professional environment. Experience managing leaders preferred.

3. KNOWLEDGE/SKILLS:

• Appropriate subject matter expertise, comprehensive understanding of credit union products, and understanding of compliance with all Federal Regulations i.e. Bank Secrecy Act (Suspicious Activity Report - SAR filing), Uniform Commercial Code (UCC), Reg CC, Reg E, credit card and other applicable regulations.
• Operational process management and improvement knowledge and experience.
• Advanced knowledge of the fraud, dispute processes, suspicious activity investigations, and anti-money laundering techniques. Strong attention to detail in investigating files with an emphasis on timelines and recovery.
• Excellent leadership style with strong motivational skills and career development emphasis.
• Advanced organizational skills, including the ability to prioritize daily activities and multi-task to complete high priority and time sensitive assignments and processes simultaneously.
• Strong attention to detail in working and investigating files with emphasis on deadlines.
• Ability to effectively communicate with internal and external contacts.  Ability to work effectively and collaboratively within the department, with business unit owners, and others outside of the credit union.
• Strong sense of ethics and professionalism.
• Positive and enthusiastic personality with the ability to handle sensitive member situations in a caring/considerate manner.
• Knowledge to operate fraud case management systems, electronic banking equipment; basic PC knowledge (Windows environment), and office filing logic.
• Must be self-motivated and capable of exercising sound judgement, working both independently as well as in a team environment.
• Complete all financial industry registration and compliance requirements, including but not limited to CFE certification; adhere to credit union policies and procedures and conduct business in an ethical manner. 

PHYSICAL REQUIREMENTS:

3. Prolonged sitting throughout the workday with occasional mobility required.
4. Corrected vision within the normal range.
5. Hearing within normal range. A device to enhance hearing will be provided if needed.
6. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
7. Occasionally long work hours may be required to accomplish tasks.
8. Minimal travel throughout the United States to increase knowledge and skills in fraud management area by car or public conveyance. Minimal travel locally by car or public conveyance to resolve fraud management issues and attend meetings.
9. Carry and respond to mobile phone seven days a week. May need to diagnose fraud management issues remotely and occasionally may need to travel to site to assist, advice, or correct fraud management issues either by car or public conveyance.

LICENSES/CERTIFICATIONS:

Two or more of the following certifications (prompt pursuit of or equivalent) required; Professional Certified Investigator (PCI), Certified Fraud Investigator (CFI), Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), Bank Secrecy Act Compliance Specialist (BSACS), Credit Union Compliance Expert (CUCE).

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 6/25/2024