Fraud Prevention Manager

First Horizon • Charlotte, NC

1d • Onsite

About The Position

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. The primary role of this position is supporting the Director of Fraud Prevention ensuring the organization’s goals and objectives are achieved. As a result of bank’s sophisticated risk rules, certain customer payments are outsorted and will require further review and authentication prior to completion. The Team Lead must work with the Director of Fraud Prevention to develop, implement and optimize the required processes to complete this activity while leading a team of Fraud Analysts to meet all payment and customer deadlines. Balancing customer expectations as well as fraud losses is a critical success factor of this role. Constantly evaluating the effectiveness of the process given the changing attack vectors of the fraudsters requires an end to end understanding of the payments process. This leader must also determine how automation may improve the experience for both employees and customers. This individual must demonstrate strong leadership, change management and interpersonal skills to motivate their organization while also possessing technical acumen, critical thinking and the ability to communicate at all levels of the Bank.

Requirements

• Bachelor Degree preferred
• Minimum of 3-5 years of industry experience required
• Must have minimum of 2-3 years of personnel management experience
• Must have 2-4 years of payment or deposit experience
• Must be able to travel domestically as required for site visits, etc.

Responsibilities

• Develops and maintains the people, process and technology required to correctly decision all outsorted exception payments before committed processing deadlines.
• Constantly evaluates opportunities for process improvement including leveraging AI and RPA.
• Builds teams that are knowledgeable/balanced in payments and customer satisfaction.
• Given the speed of new fraud attack vectors, develops change management readiness capability for all employees.
• Develops detailed fraud reporting on the success/failure of employee decisions which include false positive ratios and fraud losses avoided.
• Monitor and adhere to key performance indicators to measure and improve team performance.
• Leverages capacity planning models to meet day to day volumes.
• Evaluates risk factors when making critical business recommendations.
• Promotes ethics and compliance; identifies opportunities and takes action to enhance compliance within the organization; completes internal testing to ensure compliance.
• Responsible for interviewing, hiring, planning, assigning work, appraising performance, progressive discipline and resolving problems.
• Provides leadership, direction and growth opportunities to members of the organization in accordance with the Company’s policies and applicable laws.
• Performs other duties as required.

Benefits

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

What This Job Offers

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