Fraud Manager

First Service Credit Union • Houston, TX

2d • Onsite

About The Position

Provide direct leadership and supervision to the Fraud Analyst team within Back Office Operations. Oversee all non-card fraud detection, investigation, dispute resolution, and loss-mitigation activities across Digital Banking, ACH origination, wire transfers, internal member-to-member transfers, Remote Deposit Capture (RDC), bill pay, and other electronic channels. Ensure 100% regulatory compliance with Regulation E, NACHA Operating Rules, UCC, FFIEC guidance, and internal policies while minimizing financial losses and delivering exceptional member experience. Monitor and identify emerging fraud activity, implement preventive measures, prepare executive-level fraud reports, serve as the primary liaison with law enforcement and vendors, and maintain current expertise through ongoing external training.

Requirements

• Three years to five years of similar or related experience.
• A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Strong leadership and coaching skills; frequent contact with staff, senior management, members (in distress), law enforcement, and regulators.
• Must excel at motivating teams during high-pressure events while maintaining professionalism and empathy.
• Expert knowledge of Regulation E, NACHA Operating Rules, UCC, Visa/Pulse operating regulations.
• Advanced proficiency with fraud platforms, digital banking systems, ACH/wire platforms, and core processing systems.
• Proven ability to analyze fraud data, identify trends, and implement effective detection/prevention strategies.
• Excellent decision-making, prioritization, and project management skills in a fast-paced environment.
• Strong written and verbal communication skills for executive reporting and member correspondence.

Responsibilities

• Supervise, coach, and develop the Fraud Analyst(s). Responsibilities include hiring, training, scheduling, performance reviews, quality assurance reviews of investigations/disputes.
• Oversee daily fraud operations for fraud coming in via non-card channels: ensure all alerts, disputes, and cases are actioned within required SLAs and regulatory timelines
• Monitor team performance metrics (loss rates, recovery rates, alert response times, dispute win/loss ratios, provisional credit accuracy).
• Continuously improve fraud detection and prevention: analyze emerging trends, recommend and implement rule changes in Verafin, Bioctach, digital banking platforms, and core fraud tools; coordinate testing and rollout of new detection strategies
• Act as primary liaison with IT Security, Deposit Operations, Card Services, Compliance, and external partners (Visa, Pulse, Verafin, law enforcement) on non-card fraud-related matters, data compromises, and mass reissuance events
• Perform other duties as assigned and remain current on evolving fraud typologies and regulatory changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager