American challenger bank is building the bank for the futureWe believe us banks have lost their way, becoming too focused on profits rather than the people they serveThat’s why we are setting up a bank that has the customer champion spirit at its coreWe’re building a more personal digital bank, one that is tuned to our customers’ needs and aspirationsWe’re taking on the banking landscape to reward those who work hard and pursue their ambitionsThe team at american challenger bank is looking to deliver banking the way it should be – a rewarding and personal experience that helps our customers thrive.
We are looking for a fraud operations manager that will help bring this vision to lifeIn this role, the incumbent will be responsible for the development, implementation, and administration of all aspects of the bank’s fraud operations designed to detect, prevent and mitigate transaction fraud risk and loss while balancing customer experienceOversees performance and adherence to key factors for fraud mitigation that measure compliance with bank policies and procedures as well as applicable state and federal banking regulationsAdvises the bank’s executive management and bank personnel on fraud prevention, emerging trends and their potential impacts to fraud loss while leading development and implementation of controls to minimize risk exposure, optimizing operational quality and productivity.
Provides leadership, supervision, coaching and training to fraud operations staff.
Essential job functions*
Directs overall administration of the bank’s fraud operations to ensure focus on minimizing fraud exposure and loss while driving continuous improvement and consistently meeting defined standards.
Execute strategies, resolve issues, and provide support on all operational matters regarding fraud management throughout the bank to drive operational efficiency and enhancing the customer experience.
Maintain comprehensive knowledge of fraud trends and emerging threatsKeep up to date with industry-accepted best practices for payments and money movement channels and related operational procedures to recommend changes in existing processes minimizing the risk of exposure and loss.
Identify and communicate technical and/or business issues and solutions, including troubleshooting and coordinating with cross-functional teams to resolve issues that impact operations and the customer.
Provide direction working with teams throughout the bank for successful product implementations and system enhancements to improve fraud operations and loss mitigation capabilities with a focus on transaction monitoring for suspect activity.
Understand product development, life cycle, profitability, and associated regulatory and compliance guidelinesEnsure strong business and financial analytical skills in order to conduct roadmap, profitability, and business case analysis on new and existing products or servicesExperience in onboarding new products, transitions to strategic products, and the decommissioning of products and services.
Drive projects and programs for effective fraud management including project management, evaluation of existing models and tools performance and providing recommendations for new solutions to enhance detection and performance.
Work closely with internal teams including fiu, technology, and risk management to evaluate fraud strategies and controls, implementing improvements to stay abreast of industry trends and threats.
Assume direct responsibility for managing vendors and critical third parties to ensure continuous uninterrupted support.
Deliver operational, technical, and functional expertise in the development of policies and procedures and continuous evaluation to ensure maximum efficiency.
Ensure operational risks associated with fraud management and mitigation are properly documented, managed and mitigated.
Thorough understanding of the applicable laws, regulations, and guidelines including bsa /aml, ofac, usa patriot act, identity theft red flags, and others related to fraud management and mitigation working closely with internal teams to ensure compliance.
Accountable for ongoing key performance measures including activity reporting, budget parameters, service adherence and issues resolution.
Experience in utilizing decision and data analytics tools to measure and evaluate operational performance and risk metrics.
Communicate regularly with peer banks and industry organizations to maintain awareness of emerging risks and trends.
Manage fraud operations
Responsible for the overall direction, coordination and evaluation of fraud operations which includes: planning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
Ensure fraud operations team members have the training, tools, and information they need in order to successfully complete their work responsibilities while also developing new skills to advance in their careers.
Direct fraud operations daily work for evaluating and decisioning alert queues containing suspect transactions across various channels including ach, wire, mobile check deposit, and atm/debit card.
Oversee daily management of fraud operation functions including investigation and escalation of fraud events, investigation and resolution of customer disputes to ensure reg e compliance, mitigation of potential fraud losses, perform root cause and look back analysis, identify lessons learned, propose solutions and educate employees and customers to raise fraud awareness.
Develop procedures and manage first-level alert reviews to identify potential fraud events including escalation and communication with required internal teams to ensure alignment and awareness.
Resolve broad fraud management operational issues, coordinate activities, and work with internal teams and vendors as appropriate to troubleshoot and provide direction for problem resolution.
Ensure daily processes for fraud operations are met within established required timeframes and are continuously assessed for their contribution to fraud and risk mitigation, strength of controls, and opportunities for improvement.
Manage fraud operations, alert, and case management-related systems testing, and implementation of upgrades and changes to ensure timely assessment and management of impacts.
Other duties and responsibilities
Other duties as assigned.
Preparation, knowledge, skills & abilities
Education: bachelor’s degree in business administration, criminal justice, finance, or work-related experience.
Experience: 10+ years of progressively responsible management positions at a financial institution in banking operations or risk environment, with a focus on fraud prevention.
Industry recognized certification or accreditation i.eCertified fraud examiner (cfe), certified anti-money laundering specialist (cams)
Proven success leading operations teams in the financial services industry encompassing technology platforms and managing fraud operations strategies focused on detection, prevention, and avoidance.
Expertise with fraud monitoring software preferably nice actimize or guardian analytics.
Strong knowledge of industry fraud risks, trends, and emerging threats
Courses in leadership, management training, related banking topics, seminars, and workshops
In-depth knowledge of banking compliance and risk management functions
Proficient working with operations management to create and manage goals, budgets, and operating plans
Strong organizational skills, attention to detail, and the ability to oversee multiple projects with tight deadlines.
Demonstrated ability to establish relationships and build rapport to influence colleagues at all levels, uncover issues, and identify needs.
Excellent oral and written communication skills with the ability to communicate to a technical and non-technical audience including executive management.
Judgment: work is performed under the general direction of the head of operations and in accordance and compliance with governmental regulations, and bank policies established by the board of directors, requiring considerable judgment and initiative in overseeing management matters and in working with leadership to promote the interests of the bank.
Complexity: work involves responsibility for the execution and direction of the bank’s payment operations and money movement capabilities ensuring execution consistently meets standards and requirements.
Problem solving: identifies and analyzes technical and/or business issues, including troubleshooting and coordinating across teams to provide direction and resolution for issues that impact operations and the customer.
Impact of errors: errors of judgment may be difficult to detect on a timely basis resulting in considerable expense, financial loss, reputation risk, and damage to the bank through poor decisions and recommendations which could have a serious effect on the bank’s profitability.
Interpersonal relationships: work involves frequent contact with peers, staff members, senior management, correspondent banks, examiners, auditors, and vendors, requiring persuasiveness, discretion, initiative, and diplomacy.
Supervisory responsibilities: includes oversight of the payment operations team.
Communication: able to respond and exchange ideas clearly and effectively through writing, speaking, and presentations; shares appropriate information to keep people informed; is seen as approachable.
Teamwork: values the opinions of others; assists others when needed; participates effectively as a member of a team; balances personal contributions and needs with those other members of the team to achieve common objectives.
Problem solving: analyzes problems to identify the probable cause; thinks of new possibilities; identifies critical issues and develops options for addressing them; able to incorporate other viewpoints as part of the process of developing solutions.
Provides leadership, supervision, coaching, and training to the fraud operations staff.
Working conditions/physical demands
Physical requirements: ability to communicate effectively and distill complex situations through presentations and individual discussions with management, employees, and members of the senior managementEyesight and hearing at a level that does not interfere with responsibilitiesMobility to move within the bank.
The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job; it is not intended to be an exhaustive list of all responsibilities and duties requiredAn incumbent in the role may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the positionManagement has the right to revise this job description at any timeThe job description is not a contract, neither express nor implied.
This position is not available to be performed in california or colorado.
American challenger bank is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinancesAll employment is decided on the basis of qualifications, merit, and business need.
External and internal applicants, as well as position incumbents who become disabled as defined under the americans with disabilities act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.