Fraud Operations Manager

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 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job SummaryManage the fraud detection and prevention operations of the credit union by coaching, mentoring and training the Alert Resolution Team to high levels of efficiency and performance. Aligns team with the core values and strategic objectives of the credit union.

Job Description

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

• Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and 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 Alert Resolution Team to detect and prevent fraud committed by and against the members of the credit union by effectively and accurately dispositioning alerts.
• Direct and manage compliance and quality evaluations on Alert Resolution Team; apply appropriate decision-making to ensure quality service to members, efficiency and accuracy; and appropriately recognize and reward Alert Resolution 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 victimized by fraud.
• 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 alert resolution and call management; and analyze trends in the fraud detection and prevention processes.
• Regularly collaborate with the Fraud Analysis Team to identify and mitigate emerging fraud threats.
• Monitor telephone 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 Alert Resolution Team.
• With Assistant Manager, conduct training and coaching on alert resolution processes, expectations, internal policies and procedures, and appropriate decision-making.
• With Assistant Manager, ensure quality control metrics are being appropriately evaluated; that alerts are being properly resolved and documented; and that regular coaching occurs.
• Regularly evaluate Alert Resolution Team performance and complete annual performance reviews.
• Assist with alert resolution, and fraud detection and prevention, and act as a direct point of contact for any questions or concerns regarding the alert resolution process and escalations.
• Effectively communicate with direct supervisor on all matters related to own job responsibilities and Alert Resolution Team operations.
• Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud detection and prevention. 
• 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.
• Demonstrate proper stewardship in managing the Alert Resolution 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

• Education and Experience

  • 2 years of professional experience in a progressive financial environment and Bachelor’s degree from an accredited institution in criminology, criminal justice, business, marketing, finance, economics, or a related field
    OR

  • 5 years of professional experience in a progressive financial environment

  • Experience in a call center or fraud-related role preferred

  • 3 years of experience supervising teams

  Licenses and Certifications

  • Certified Financial Crime Investigator or a related certification preferred
• Managerial Responsibility
  • Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees.  Estimates personnel needs and assigns work to meet these needs.  Supervises, coordinates and reviews the work of assigned staff.  Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

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• Computer/Office Equipment Skills
  • Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
  • Experience and knowledge of call management and fraud software systems.
  • Experience with Finesse preferred
• Language Skills
  • Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Other Skills and Abilities
  • Demonstrated ability to recruit, engage and coach employee performance.
  • Experience in investigating application fraud, account take over, customer scams and mule activity while maintaining high quality customer service.
  • Experience in all applicable deposit related compliance regulations and applicable laws are required.
  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
  • Adaptive to change, responds positively to altered circumstances or conditions
  • Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
  • Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams

PHYSICAL ABILITIES / WORKING CONDITIONSPhysical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently

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 25 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

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

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

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