Fraud Manager- Investigations

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

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.

Job Description

LOCATION

Mountain America Center

9800 S Monroe St

Sandy UT 84070

SCHEDULE

This is a hybrid schedule with both in office and remote work depending on business need.

To be effective an individual must be able to perform each job duty successfully.

• Exemplify Mountain Americas 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.
• Coach train and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members involved in fraud investigations.
• Mentor train and develop the Assistant Manager as a leader in organization.
• 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.
• Regularly collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats.
• Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement.
• Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Fraud Investigations Team.
• With Assistant Manager conduct training and coaching on Visa Chargeback guidelines network rulesprocesses investigative techniques internal policies and procedures and appropriate decision-making.
• With Assistant Manager 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.
• Provide assistance and training to other business units to mitigate fraud risk increase efficiency and improve member experience in matters related to fraud as appropriate.
• Keep current on fraud trends and potential threats.
• Appropriately coordinate and collaborate with law enforcement and other financial institutions on fraud investigations and recoveries.
• 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

Experience

Education

Licenses Certifications Registrations

Managerial Responsibility

Computer / Office Equipment Skills

Language Skills

Other Skills and Abilities

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

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

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers light traffic)

Mountain America Credit Union is an EEO / AA / ADA / Veterans employer.

Required Experience :

Manager

Key Skills

Electrical,Academics,Customer Service,Computer Data Entry,Cardiac Surgery,Freight Forwarding

Employment Type : Full-Time

Experience : years

Vacancy : 1