Manager Fraud Investigations

Mountain America Credit Union•Sandy, UT

2d•Hybrid

About The Position

Manage the investigation of fraud committed by and against the membership and direct recovery efforts of fraud losses by coaching, mentoring and training the Fraud Investigations Team to high levels of efficiency and performance. Aligns team with the core values and strategic objectives of the credit union. This role requires a forward-thinking leader who can anticipate and adapt to the rapidly changing landscape of fraud and financial crime. The ideal candidate will have a deep understanding of advanced technologies, including artificial intelligence, machine learning, and blockchain, to enhance our investigative capabilities.

Requirements

Bachelor’s degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field or 4 years professional experience in a progressive financial setting working with and supporting the area of Fraud.
3 years’ experience supervising teams.
5 years progressive experience in fraud investigations.
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience and knowledge of case management and fraud software systems.
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 takeover, customer scams and mule activity while maintaining high quality customer service.
Strong analytical skills and experience with data-driven decision-making.
Excellent communication and leadership abilities, with a track record of managing high-performing teams.
In-depth knowledge of regulatory requirements and industry standards related to fraud and financial crime.
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 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
Take the 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.
Ability to stand, walk, kneel and crouch occasionally
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 50 pounds occasionally

Nice To Haves

Certified Financial Crime Investigator or other related certification preferred.
Experience with Symitar preferred.
Proven expertise in utilizing AI, machine learning, and blockchain technology in fraud detection and prevention.

Responsibilities

Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; 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 Fraud Investigations Team to effectively investigate fraud committed by and against the members of the credit union and maximize recoveries through all legal efforts.
Direct and manage compliance and quality evaluations on Fraud Investigations Team; apply appropriate decision-making to ensure quality service to members, productivity and accuracy; and appropriately recognize and reward Fraud Investigations Team performance.
Lead and mentor a team of fraud investigators, fostering a culture of innovation and continuous improvement.
Develop and implement advanced fraud detection and prevention strategies using AI and machine learning algorithms.
Collaborate with cross-functional teams to integrate blockchain technology for secure and transparent transaction monitoring.
Ability to guide the team through different Linking analysis techniques that examine the connections, relationships, and dependencies between individuals, accounts, addresses, devices, IP addresses, payment cards, transactions, and other entities or events for possible signs of fraudulent behavior
Demonstrate a strong ability to recover funds swiftly and with meticulous care, ensuring minimal disruption to affected parties while maintaining the highest standards of integrity and diligence.
Conduct thematic analysis of fraud trends and case data, identifying patterns and insights, and effectively communicate findings to senior management to inform strategic decision-making and risk mitigation efforts.
Stay abreast of emerging fraud trends and regulatory changes, ensuring the team is equipped to address new challenges.
Utilize data analytics to identify patterns and anomalies, driving proactive fraud prevention measures.
Oversee the development and deployment of automated investigation tools to streamline processes and enhance efficiency.
Explore and evaluate new tools and vendors to ensure the team leverages cutting-edge technology and industry best practices in fraud prevention and investigation.
Build and maintain relationships with industry partners, law enforcement, and regulatory bodies to stay informed of best practices and collaborate on joint initiatives.
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper case/workflow management and write-offs; and analyze trends in the investigation and recovery processes.
Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiency; and recommend enhancements for continual quality improvement.
Oversight of training and coaching on Visa Chargeback guidelines, network rules, processes, investigative techniques, internal policies and procedures, and appropriate decision-making.
Ensure quality control metrics are being appropriately evaluated; that investigations are being properly documented; and that regular coaching occurs.
Regularly evaluate Fraud Investigations Team performance and complete annual performance reviews.
Assist with investigations and recoveries and act as a direct point of contact for any questions or concerns regarding the investigation process, escalations, and/or possible suspicious claims.
Effectively communicate with direct supervisor on all matters related to own job responsibilities and Fraud Investigation Team operations.
Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud investigations.
Assist and train business units to reduce fraud risk, boost efficiency, and enhance member experience related to fraud.
Demonstrate proper stewardship in managing the Fraud Investigations 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