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SUMMARY
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The Fraud Operations Manager is responsible for the daily oversight and management of the Fraud Operations team, and initial risk mitigation processes for fraud prevention and detection. The Fraud Operations Manager performs direct supervisory duties of department staff, and coordinates staff for coverage in all related areas. They are responsible for supporting the Fraud Manager and Fraud Director by co-managing the daily fraud operations functions of the AFC Fraud Group and ensuring timely execution of all fraud transaction monitoring functions. The Fraud Operations Manager will work closely with all line of business and the Fraud Director but must be able to make independent assessments and judgment calls.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
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- Manage and oversee the daily review, assignment, and disposition of all alerts, or new fraud referrals, that may be generated by the Bank’s transaction monitoring and/or screening systems(s), customers or employees
- Oversee, manage, train, and provide subject matter expertise in fraudulent and suspicious activity related to Deposit Fraud, Check Fraud, Online Account Takeover, Kiting, Elder Financial Exploitation, ACH Fraud, Identity Theft, Wire fraud etc.
- Assist in management of department fraud staff
- Fully understand and communicate to management, the bank, and its customers’ risk and exposure related to various types of fraud.
- Fully understand and communicate fraud actions, guidance, and next steps for fraud impacted clients
- Assist in developing and maintaining policies and procedures to ensure compliance with applicable laws and regulations
- Assist the team and coordinate daily interactions with customers or customer servicing officers and other bank employees regarding customer transactions to determine if items are authentic or fraudulent to return within the timeframe to avoid a customer and/or bank loss
- Communicate suspicious activity or new trends to the Anti-Financial Crime (AFC) Fraud Manager and/or Director
- Assume responsibility for various departmental functions in the absence of staff members and when work balance situations arise
- Assist in new agent testing and implementation
- Assist in the coordination with other bank departments in accordance with bank procedures to terminate fraudulent practices, prevent or recover losses due to fraud, and fulfill AFC responsibilities in the bank’s fraud program
- Adherence to the Bank’s BSA/AML policy and procedures, and professional ethical standards
- Work reports and databases using established policies and procedures
- Work closely with internal functions including Disputes, Recoveries, Customer Service, and Compliance
- Prepare monthly and quarterly Fraud metrics and Key Risk Indicator reports
- Assist in providing content for Fraud training for department and other bank personnel
- Assist in providing facilitated training to bank personnel at branches
- Provide customers information on fraud awareness and prevention
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SECONDARY DUTIES
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- Identify and track current fraud trends by reviewing transaction and account patterns
- Review and appropriately act on new, revised, or proposed laws, policies and procedures
- Test and provide feedback on process and system improvements that are based on changing fraud trends and patterns
- Provide assistance in training of newly onboarded team members
- Assist in special projects and tasks for the department as directed
- Assist with keeping procedures up to date with changes to the fraud detection software and evolving fraud threats
- The position performs duties specific to the position and other functions as assigned by management
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SUPERVISORY RESPONSIBILITY
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The position is responsible for the supervision of Fraud Operations -Alert staff and is expected to provide leadership, training, and support to staff members.
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ENVIRONMENT AND PHYSICAL ACTIVITY
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The incumbent is in a non-confined office setting in which they are free to move about at will. In the course of performing the duties and responsibilities of this position spends time writing, speaking, listening, lifting (up to 25 pounds), sitting, typing on a computer keyboard, and standing, kneeling and reaching.
The incumbent for this position may operate any of all of the following: telephone, copy and fax machine, adding machine, computer, and related printers.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The incumbent in this position must be able to read documents or instruments, detailed work, problem solving, customer contact, reasoning, math, verbal and written communication, analytical reasoning, multiple tasks with constant interruptions.
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MINIMUM REQUIREMENTS
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These specifications are guidelines based on the minimum experience required to perform the essential functions of the job. Individual abilities may result in some deviation from these guidelines:
- Minimum of 12-15 years of experience of risk management, fraud investigation, fraud prevention, FinCEN/SAR processing, fraud alert decisioning, financial services, operations, audits, or any equivalent combination of financial industry experience
- Minimum of 10 years of experience in financial crimes, fraud risk management, fraud investigations, fraud alert decisioning or FinCEN/SAR processing
- Minimum of 2 years as a team lead or other leadership role managing daily assignments, tasks, and people.
- Subject matter expertise in fraudulent and suspicious activity related to Deposit Fraud, Check Fraud, Online Account Takeover, Kiting, Elder Financial Exploitation, ACH Fraud, Identity Theft, Wire fraud etc.
- CFE, CFCI or other related industry certification, or willingness to obtain an industry related certification
- Ability to make judgmental decisions based on the data reviewed from alert and core system
- Advanced knowledge of Uniform Commercial Code (UCC) and other state and federal regulations pertaining to check fraud and check processing
- Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk management
- Proficiency in Microsoft Word, Excel, and PowerPoint with strong analytical skills
- Proficiency in internet research and other research tools
- Excellent verbal and written communication skills
- Excellent time management skills
- Enthusiastic, self-motivated and effective, with ability to work independently and as part of a team
- Ability to prioritize multiple assignments and to meet required timelines
- Detail oriented with excellent research, organizational, and problem-solving skills
- Ability to multi-task while maintaining high degree of accuracy
- Ability to maintain a high level of confidentiality and professionalism
- Experience with Verafin transaction monitoring system a plus
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