Assistant Manager, Fraud Management

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. Assistant Manager, Fraud Management The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. What You’ll Be Doing 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.

Requirements

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 ChexSystems, 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.

Responsibilities

Assists the department manager in administering the day-to-day operation of the Fraud department.
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 teammembers 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.