Card Fraud Manager

Card Fraud Manager

The Card Fraud Manager is responsible for supervising the operations of the fraud prevention program at the Credit Union, as it relates to card fraud. This includes the supervision of employees, tasks and projects within the Card Fraud Team, collaboratively with the Account Fraud Manager for the Fraud Prevention Department, and in accordance with the Credit Union's mission statement, values and strategic plan. This position assures that fraud situations, including claims and losses, are promptly and properly worked in compliance with the Credit Union's policies, procedures and guidelines. This position monitors department service levels while working on cross functional teams to develop and implement policies, strategies and processes for minimizing the risk of loss from fraud, abuse and compliance violations.

Work Location - This position is a hybrid working arrangement. Expectation is to be onsite a minimum of 1-3 days per week at our Headquarters in East Lansing, MI. The onsite requirement is to help foster relationships with other key leaders/managers and card fraud employees.

Schedule - Monday-Friday 8:30am-5:00pm Eastern Standard Time; Additionally, having flexibility to support team/answer questions during standard branch hours as needed.

Compensation & Benefits:

• Salary Range: $90,000 - $115,000+ annually, depending on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities:

Level I

• Directly supervise the Card Fraud Team by carrying 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 coaching employees; addressing complaints and resolving problems.
• Escalate identified fraud trends and instances in a timely manner to the appropriate leadership and teams for communication to the organization and to affected members.
• Coach and mentor employees, including but not limited to establishing goals and objectives, providing feedback on investigative efforts and performance; maintain a regular schedule of periodic coaching sessions and quarterly career development meetings.
• Develop and implement strategies (both external and internal) designed to minimize fraud losses, increase operational efficiencies, and ensure ongoing compliance with laws and regulations.
• Responsible for maintaining current systems, fraud technology, alerts, and reporting while working to identify gaps in efficiency and potential solutions.
• Report monthly, yearly and year-over-year departmental statistics for reporting to the board, management, and regulatory authorities, creating unique reports to define trends, anticipate problems and find proactive solutions.
• Oversee the card fraud rules in place for efficacy, updating, and reporting.
• Responsible for staying up-to-date with fraud trends, economic conditions, products, services, and Credit Union initiatives to maintain adequate knowledge of the financial services industry and the Credit Union.
• Responsible for providing input into the Fraud Prevention Department's relevant policies and procedures, annual budget and strategic plan for submission to the senior management.
• Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines and ensure that employees receive the necessary training to comply with applicable requirements.
• Foster and promote a culture of risk awareness and accountability. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
• Perform other duties as assigned

Senior Level

• Demonstrate a holistic understanding of fraud, regardless of type or channel, related regulations and compliance, and processes and procedures to support all investigations, oversee department operations, and advance the Credit Union's overall fraud program.
• Lead external fraud peer groups and collaborate effectively with partnering financial institutions and law enforcement.
• Present fraud training and education to external partners and community members.
• Develop and implement innovative, enterprise-wide business solutions that improve the Credit Union's ability to mitigate operational, compliance, transactional, strategic, information security, and other risks.
• Implement fraud mitigation strategies in response to fraud trends or spikes that develop and escalate rapidly, effectively leveraging employees, technology, and other resources, while communicating appropriately.
• Develop and maintain model governance procedures, perform model analysis, and implement changes to models used in Fraud Prevention according to model management policies.

Job Requirements:

Level I

• High School Diploma or equivalent required.
• Bachelor's Degree with a concentration in criminal justice, financial crimes, or other business related preferred; In lieu of degree, a minimum of five years of experience in financial crimes or fraud investigation, including a minimum of three years of leadership experience, is required.
• Completion or active pursuit of a fraud related certification program, such as those offered by the IAFCI, CFE and CFCS is required.
• Prior experience in a financial institution or similar industry in work related to fraud prevention, financial crimes, or other related role is preferred.
• Prior experience leading others formally or informally is required; or completion of one of the Credit Union's leadership programs in lieu of experience.
• Experience working with VISA or Mastercard highly preferred.

Senior Level

• Formal leadership experience managing a team within a financial institution or similar industry directly related to fraud prevention and/or financial crimes is required.

Competencies:

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.
• Leadership Competencies must be demonstrated, be committed to, and be developed by all leaders, including Lead Self, Lead Others and Lead Outcomes.
• Functional Competencies:
• Digital Literacy Adopts, effectively uses, and champions new technology. Understands and shares technological information used within the position.
• Systems Knowledge Demonstrates knowledge of financial services and fraud programs and applications, and successfully navigates these systems.
• Time Management Manages time and resources to ensure that work is completed efficiently.
• Initiative Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements
• Change Management Adjusts thinking and behavior to resiliently face change, and uses experience to fuel growth. Enables the process of change and transition while helping others deal with its effects. Displays self-awareness of their personal reaction to change and regulates their response. Acts as a change champion, communicating the why behind the change and aligning with organizational direction.
• Data Analysis Analyzes and draws insights from relevant data. Uses storytelling to effectively communicate insights and actionable, data-informed recommendations.
• Resourcefulness Creatively copes with difficult situations or unusual problems. Solves problems and achieves results in the face of obstacles and constraints.
• Detail Oriented Ensures information is complete and accurate. Adheres to processes as outlined. Follows up to ensure quality and completion of work.
• Project Management Demonstrates knowledge of project frameworks and their corresponding life cycles; project management concepts, tools, and best practices; project reporting standards; and project plan development.
• Conflict Management Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.

Physical Demands and Work Environment:

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage.
• Occasionally needs to move about inside of an office area.
• Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• This position can work in hybrid or onsite working arrangements.

Disclaimer:

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as