Director, Fraud Operations and Intake

Mountain America Credit Union•Sandy, UT

5d•Hybrid

About The Position

Mountain America Credit Union (MACU), a financial institution managing over $20 billion in assets with branches throughout the Mountain West region, is seeking a Director of Fraud Intake and Support. Reporting to the Vice President of Fraud Management, this role will contribute to the development of MACU's fraud strategy. Key responsibilities include leveraging vendor partnerships, integrating emerging technologies, fostering innovation, and maintaining robust controls to adapt to the evolving fraud landscape while enhancing member experiences. Additionally, this position ensures that needs related to fraud concerns for both members and team members are appropriately addressed. The incumbent will collaborate with leaders across the organization to continuously seek solutions to improve the experiences of members and team members.

Requirements

Bachelor’s degree in business, finance or related field. OR 4 years additional combined progressive experience in a financial setting.
Education must be from an accredited institution.Education and work experience will be verified.
9+ years in banking/financial services. Working in fraud detection and prevention preferred.
5+ years leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively.
Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel. Experience and knowledge of CRM and/or other customer management software. Experience with Symitar preferred.
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Demonstrated advanced understanding of customer experience standards and metrics
Strong understanding of fraud detection processes, policies, and tools, as well as relevant regulations and industry best practices
Demonstrated experience working with regulatory bodies that oversee fraud prevention and compliance.
Excellent leadership and demonstrated ability to recruit, engage and coach employee performance.
Experience in all applicable deposit related compliance regulations and applicable laws.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Self-starter with strong organizational and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Demonstrated ability evaluating processes and identifying opportunities to improve experience and efficiency.
Strong analytical and problem-solving skills to identify and resolve complex fraud-related issues.

Nice To Haves

Master’s degree preferred.
Certified Financial Crime Investigator or other related certification preferred
Experience working with e-commerce, online retail or payment processing or working with companies where digital fraud is prevalent is preferred.

Responsibilities

Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Intake and Alerting Operations Team; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member.
Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s fraud intake and Alerting Operations Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience.
Partnering with the leadership of the Fraud team to implement and maintain advanced fraud detection systems to ensure they are continuously updated to counter new threats.
Establish KPI and SLA standards and ensures the team consistently meets or exceeds standards. Responsible for providing regular reporting to fraud and senior leadership.
Leads and directs the management of vendor relationships and systems utilized by the Intake and Alerting Operations Team
Define, execute, and supervise team projects, establish project plans, timelines, communicate progress, and ensure on-time delivery.
Develop and maintain a culture of ownership, accountability, speed and focus. Take responsibility for the overall results of the Fraud Intake and Alerting Operations Team
Responsible for call tree solutions and effectiveness and all Fraud team Knowledge Center content.
Provide direction and support to Analysts who review fraud alerts, manage escalation processes, and ensure the timely resolution of confirmed fraud events.
Collaborate with the data and analytics team to develop actionable insights and strategies to around patterns and trends in fraudulent activities.
Oversee the investigation and remediation of fraud incidents, ensuring timely escalation and reporting to senior management and regulators
Mentor and develop staff members on the latest fraud detection techniques and ensure the team is equipped to handle member cases.
Regularly collaborate with other Fraud teams and business units to identify and mitigate emerging fraud threats.
Leads development of training used by the Fraud team and other business units to help reduce fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate.
Critical leader in collaborative partnership between Fraud and Member Services focused on reporting fraud metrics to the branches and service center that will enhance the prevention of fraud and protect members.
Continuously monitor and comply with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to this role. Actively participate in routine audit processes associated with these regulations.
Keep current on fraud trends and potential threats.
Other duties as assigned.