Fraud Operations Manager

JOB SUMMARY

The Manager, Fraud Operations is a leader, and a team member, responsible for uncovering process improvements, being solution-minded, and empowering your team to do the same. At OnPoint, we love the communities where we live and work and believe in delivering exceptional experiences in all we do. We are looking for a passionate new team member to help drive our vision with energy and enthusiasm

As a Manager, Fraud Operations, you will lead Card and Deposit Fraud Mitigation/Loss Prevention (Dispute) teams in support of operational functions for member transactions. You will constantly drive for process improvements, and independently manage multiple projects and bring them to timely and successful conclusion. Ensure SLA's are met and department procedures are followed to meet expectations. Partner with stakeholders to ensure processes are communicated and aligned to ensure seamless customer interactions. You will be challenged to make recommendations, develop and evaluate alternative courses of action, render judgments, and make things happen.

ESSENTIAL FUNCTIONS

• Manage and coach teams to achieve individual, department and OnPoint goals. This is done through focused employee development, including providing scheduled and on-the-spot employee feedback.
• Actively promote teamwork to ensure support, training and consistent communication throughout OnPoint and implementation of current/new policies and procedures.
• Effectively resolve escalated member situations by providing exceptional service and sound advice, serving as a model for the team to emulate.
• Provide leadership and assistance to all areas in Fraud Mitigation and ensure the Fraud Mitigation teams maintain an exceptional level of service.
•  Acts as primary liaison between customers, Corporate Investigations, Retail and Commercial Banking departments, and operations support personnel.
• Assists internal and external customers with resolution of fraud incidents related to compromised account(s).
• Collaborate with branches, call center and other departments to improve the member experience, achieve organizational goals, and improve cross functional partnership.
• Manage projects effectively, including scope definition, deadlines, collaboration with internal partners, coordination of resources, effective communication to all stakeholders, documentation, and on-time delivery. Navigate unexpected challenges with line of site success built around enhancing member experience.
• Plan and lead structured, routine department discussions/meetings for training, development, and educational purposes. Disseminate and deliver information to groups in a manner well understood, relevant and ready for staff to apply.
• Assist with managing vendor relationships including assessments, term negotiations, performance management and issue resolution.
• Ensure compliance with all state and federal rules and regulations affecting area of responsibility. Apply OnPoint’s procedural guidelines with the ability to balance protecting OnPoint with exceptional member experience. Inclusive of all regulations, but focused on Reg E, Reg Z, Reg CC, BSA, applicable IRS, Federal Reserve and NACHA rules.
• Perform any additional duties as required for the overall success Fraud Mitigation and OnPoint. Includes participation on various committees and project teams. Responsible for supporting other Teams in the absence of other leaders in Fraud Mitigation.
• May perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Model excellent member service behaviors (both internal and external customers) and ability to coach others in this area.
• Highly proficient in identifying, analyzing and solving complex situations or problems. Ability to act in a decisive and sometimes urgent way to achieve results.
• Demonstrate leadership skills to support, lead and motivate others to complete all work assigned and perform their best.
• Demonstrate a high level of professionalism, problem solving, organization, prioritization, and motivation to accomplish defined goals.
• Demonstrate strong technical skills, regulatory/compliance knowledge and the ability to apply both independently.
• Work effectively as part of a team with strong interpersonal communication skills.
• Strong computer skills including MS Office suite of programs, databases and operations systems.
• Be data driven.

QUALIFICATIONS

• Four year college degree or equivalent experience with relevant continuing education.
• Five to seven years of successful and progressive fraud operations experience across lending, credit card or deposit products. Deposit fraud detection/mitigation experience a plus.
• Four to six years of successful management experience and demonstrated ability to develop team members and promote teamwork.
• Exceptional verbal and written communications skills. Must be comfortable with interactions from one-on-ones to large group presentation and training situations. This also includes leading discussions at the executive level.
• Experience with relationship and consensus building across multiple departments.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.