Summary

This position manages and coordinates fraud prevention, mitigation, and investigation activities and functions, such as identifying high-risk transactions and emerging threats, researching and resolving suspicious activities, performing investigations, implementing appropriate controls, and recovering funds

Essential Duties and Responsibilities

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Effectively manages all incoming communications regarding fraudulent or potentially fraudulent activity received via multiple channels from internal departments, customers, law enforcement and banks.
• Reviews fraudulent activity for the prevention and detection of potential fraud utilizing multiple systems in the areas of; Wires, ACH, Card, Check and Online Banking Takeover events.
• Responsible for managing and developing the Investigation Fraud Detection and Loss Prevention staff in their job responsibilities of reviewing fraudulent activity.
• Maintains close liaison with law enforcement, other financial institution investigators to expedite exchange of information and elicit their assistance
• Lead the fraud management process with the right balance of customer and risk focus with a goal of mitigating bank losses while not losing sight of unnecessary customer friction.
• Develops, updates, and implements, as appropriate, fraud mitigation and investigation procedures and educational materials for internal and external customers.
• Responsible for the Bank's fraud monitoring, reporting and KPI's to meet the required Board and Management oversight expectations.
• Fills a leadership role in the Fraud Committee and prepares Committee documents, minutes, and related materials.
• Proactively identifies researches and recommends policies and procedures changes to reduce costs, streamline operations and/or increase efficiency.
• Tracks financial industry fraud trends, adapts accordingly, and recommends mitigating solutions.
• Prepares written fraud trends, investigations, and loss reports.
• Acts as the escalation point of contact for fraud mitigation issues, problems, questions directly related to fraud mitigation and services.
• Provide, present and promote The Citizens Experience to all external and internal customers.
• Other duties as assigned.

Supervisory Responsibilities

Directly supervises associates in Fraud Operations. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree (B. A.) from four-year College or University; five years related experience and/or training in bank fraud and managerial roles; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Must exhibit clear and persuasive written and oral communication skills.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, and synthesize complex or diverse information. Ability to deal with problems involving several concrete variables in standardized situations. Demonstrated ability to identify and resolve problems in a timely manner and develop alternative solutions.

Computer Skills

To perform this job successfully, an individual should have extensive knowledge of Microsoft Access Database, Internet software, i.e. Chrome, Internet Explorer, etc., Fiserv EFT Client Central, Merchant card terminals and Verafin Fraud Analytics application. Must demonstrate proficiency with Microsoft Office Suite of Products, i.e. Word, Excel, etc.

Certificates, Licenses, Registrations

N/A

Other Skills and Abilities

• Demonstrated ability to make decisions and exercise sound and accurate judgement
• Ability to effectively work on a team and balance both team and individual responsibilities and exhibits objectivity and openness to others' views.
• The incumbent should exhibit working problem solving skills and have the ability to manage difficult or emotional customer situations. Responds promptly to customer needs and focuses on continuous customer service improvements.
• Must be resilient and adaptable to an ever-changing work environment and may need to adjust approaches or methods in order to changing situations.
• Must exhibit and keep personnel matters or sensitive fraud incidents confidential.
• Responsible for resolving all fraud issues within established service-level agreements.
• Responsible for notifying customers, vendor or Merchants regarding pending cases related to fraud.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to travel to inspect off-site Automated Teller Machines (ATM), stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Salary Range:$73,770.00 To 103,278.00 Annually