Card & Fraud Services Manager (Full-Time - Exempt)

Peoples Bank and Trust•McPherson, KS

About The Position

The Card & Fraud Services Manager is responsible for overseeing the bank’s card services and fraud prevention functions, ensuring effective protection against financial loss while delivering an exceptional customer experience. This role provides leadership across fraud monitoring, dispute resolution, card operations, and regulatory compliance efforts, and is responsible for developing and implementing strategies to address emerging fraud risks and improve operational efficiency. This position is responsible for the following functions: Fraud Prevention & Risk Management Lead and manage fraud detection, prevention, and mitigation strategies for debit and credit card portfolios Monitor fraud trends, emerging threats, and transaction patterns; recommend and implement proactive controls Oversee fraud case investigations, chargebacks, and disputes to ensure accurate and timely resolution Collaborate with card networks, processors, and law enforcement on fraud-related matters, as needed Ensure adherence to all applicable regulations, including Reg E, Reg Z, NACHA, PCI-DSS, BSA/AML Card Services Operations Oversee daily card operations, including card issuance, maintenance, transaction processing, and exception handling Manage vendor relationships with card processors, fraud monitoring platforms, and card networks Ensure service levels, KPIs, and SLAs are met or exceeded Leadership & Team Management Lead, coach, and develop the Card & Fraud Services Department Establish performance goals, conduct reviews, and promote a culture of accountability and continuous improvement Develop training programs to keep staff current on fraud trends, regulations, and industry best practices Customer Experience Ensure fraud prevention efforts balance risk mitigation with a positive customer experience Resolve escalated customer issues related to card usage, fraud claims, and disputes Collaborate with customer service and branch teams to improve customer education and communication Strategy, Reporting, & Compliance Develop and maintain policies, procedures, and internal controls related to card and fraud services Prepare reports for management detailing fraud losses, recovery rates, trends, and operational performance Support audits and regulatory exams related to card services and fraud management Various other duties as assigned

Requirements

High School Diploma or equivalent required
Proven experience in fraud investigation and mitigation strategies related to debit card transactions
Proficiency in using fraud detection systems and reporting
Full knowledge of customer databases and systems utilized by Peoples Bank and Trust
Understanding of all PBT policies and procedures related to debit cards and Reg E rules, as well as Visa regulations and requirements
5+ years banking and/or fraud detection experience preferred
Attention to detail
Strong written and verbal communication skills for interacting with customers regarding potential fraud
Self-motivation
Self-management
Ability to consistently follow through on tasks
Problem solving
Organized
Analytical
Interpersonal
Time management
Computer literacy
Strong ability to multi-task with the ability to work independently and as part of a team

Responsibilities

Lead and manage fraud detection, prevention, and mitigation strategies for debit and credit card portfolios
Monitor fraud trends, emerging threats, and transaction patterns; recommend and implement proactive controls
Oversee fraud case investigations, chargebacks, and disputes to ensure accurate and timely resolution
Collaborate with card networks, processors, and law enforcement on fraud-related matters, as needed
Ensure adherence to all applicable regulations, including Reg E, Reg Z, NACHA, PCI-DSS, BSA/AML
Oversee daily card operations, including card issuance, maintenance, transaction processing, and exception handling
Manage vendor relationships with card processors, fraud monitoring platforms, and card networks
Ensure service levels, KPIs, and SLAs are met or exceeded
Lead, coach, and develop the Card & Fraud Services Department
Establish performance goals, conduct reviews, and promote a culture of accountability and continuous improvement
Develop training programs to keep staff current on fraud trends, regulations, and industry best practices
Ensure fraud prevention efforts balance risk mitigation with a positive customer experience
Resolve escalated customer issues related to card usage, fraud claims, and disputes
Collaborate with customer service and branch teams to improve customer education and communication
Develop and maintain policies, procedures, and internal controls related to card and fraud services
Prepare reports for management detailing fraud losses, recovery rates, trends, and operational performance
Support audits and regulatory exams related to card services and fraud management
Various other duties as assigned