Fraud Operations Manager

Mountain America Credit Union•Sandy, UT

About The Position

Manage the fraud detection and prevention operations of the credit union by coaching, mentoring and training the Alert Resolution Team to high levels of efficiency and performance. Aligns team with the core values and strategic objectives of the credit union. To be effective, an individual must be able to perform each job duty successfully. Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union. Direct and manage the daily workflow, processes, and functions of the Alert Resolution Team to detect and prevent fraud committed by and against the members of the credit union by effectively and accurately dispositioning alerts. Direct and manage compliance and quality evaluations on Alert Resolution Team; apply appropriate decision-making to ensure quality service to members, efficiency and accuracy; and appropriately recognize and reward Alert Resolution Team performance. Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members victimized by fraud. Mentor, train, and develop the Assistant Manager as a leader in organization. Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper alert resolution and call management; and analyze trends in the fraud detection and prevention processes. Regularly collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats. Monitor telephone communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement. Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Alert Resolution Team. With Assistant Manager, conduct training and coaching on alert resolution processes, expectations, internal policies and procedures, and appropriate decision-making. With Assistant Manager, ensure quality control metrics are being appropriately evaluated; that alerts are being properly resolved and documented; and that regular coaching occurs. Regularly evaluate Alert Resolution Team performance and complete annual performance reviews. Assist with alert resolution, and fraud detection and prevention, and act as a direct point of contact for any questions or concerns regarding the alert resolution process and escalations. Effectively communicate with direct supervisor on all matters related to own job responsibilities and Alert Resolution Team operations. Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud detection and prevention. Provide assistance and training to other business units to mitigate fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate. Keep current on fraud trends and potential threats. Demonstrate proper stewardship in managing the Alert Resolution Team budget, staffing levels, and other needs. 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 the position. Performs all other duties as assigned

Requirements

Bachelor’s degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field and 2 years professional experience in a progressive financial setting; or 5 years professional experience in a progressive financial setting.
3 years’ experience supervising teams.
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
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 ability to recruit, engage and coach employee performance.
Experience in investigating application fraud, account take over, customer scams and mule activity while maintaining high quality customer service.
Experience in all applicable deposit related compliance regulations and applicable laws are required.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Self-starter with strong organizing 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
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally

Nice To Haves

Professional experience in a Call Center or Fraud setting preferred.
Certified Financial Crime Investigator or other related certification preferred
Experience and knowledge of call management and fraud software systems.
Experience with Finesse preferred

Responsibilities

Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union.
Direct and manage the daily workflow, processes, and functions of the Alert Resolution Team to detect and prevent fraud committed by and against the members of the credit union by effectively and accurately dispositioning alerts.
Direct and manage compliance and quality evaluations on Alert Resolution Team; apply appropriate decision-making to ensure quality service to members, efficiency and accuracy; and appropriately recognize and reward Alert Resolution Team performance.
Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members victimized by fraud.
Mentor, train, and develop the Assistant Manager as a leader in organization.
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper alert resolution and call management; and analyze trends in the fraud detection and prevention processes.
Regularly collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats.
Monitor telephone communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement.
Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Alert Resolution Team.
With Assistant Manager, conduct training and coaching on alert resolution processes, expectations, internal policies and procedures, and appropriate decision-making.
With Assistant Manager, ensure quality control metrics are being appropriately evaluated; that alerts are being properly resolved and documented; and that regular coaching occurs.
Regularly evaluate Alert Resolution Team performance and complete annual performance reviews.
Assist with alert resolution, and fraud detection and prevention, and act as a direct point of contact for any questions or concerns regarding the alert resolution process and escalations.
Effectively communicate with direct supervisor on all matters related to own job responsibilities and Alert Resolution Team operations.
Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud detection and prevention.
Provide assistance and training to other business units to mitigate fraud risk, increase efficiency, and improve member experience in matters related to fraud, as appropriate.
Keep current on fraud trends and potential threats.
Demonstrate proper stewardship in managing the Alert Resolution Team budget, staffing levels, and other needs.
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 the position.
Performs all other duties as assigned