Assistant Manager, Card Fraud Prevention Operations

Overview

To assist with planning, managing, and directing the functions of the Card Fraud Prevention Operations and Recoveries teams, which are responsible for controlling and mitigating potential financial loss. Collaborate with cross functional teams to control, detect and monitor fraud activities and trends. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent's absence.

Responsibilities

• Manage and direct operations to ensure branch objectives, production goals, standards, and strategies are implemented and achieved
• Oversee debit and credit recovery to ensure fraud claims are aligned with regulation time frames, meet compliance expectations, and investigated and resolved to prevent fraud losses while meeting member expectations
• Manage and direct operations to ensure that work quality, work methods, procedures, processes, and production statistics meet business goals and standards of member service
• Provide guidance and direction to supervisors regarding complex member related matters and operational issues; authorize appropriate solutions to resolve issues
• Approve/disapprove charge-offs; determine corrective action and direct staff accordingly
• Collaborate with other business and Compliance to assess and support organization risk mitigation needs by assisting with development of strategies, tactics, and quality review solutions
• Collaborate with business partners and vendors to identify and recommend operational improvements and develop and implement strategies and initiatives for process efficiencies
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations, NFCU policies and procedures
• Drive change management efforts and cross-functional initiatives
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist Manager with addressing and resolving internal/external audit findings
• Monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements
• Establish high priority notification response standards, related training requirements, and processes and procedures to ensure timely responses to various forms of security issues (e.g., fraud)
• Develop, recommend, and implement new/updated fraud policies and procedures, changes to fraud recovery systems, and goals and priorities as necessitated by demands, changing conditions, and/or management request
• Conduct benchmarking and trend analysis to drive continuous process improvement to elevate service performance, increase member experience quality, reduce fraud losses, minimize fraud risk, and maintain high operational efficiency
• Provide leadership for large strategic projects and/or programs designed to improve the efficiency of internal processes and capabilities
• Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions
• Analyze systems, tools, and new technologies to optimize methods to minimize financial and membership risk
• Oversee the monitoring, identification and resolution of security incidents to detect threats and secure member and NFCU assets
• Perform other duties as assigned

• Advanced knowledge of applicable federal and state laws, rules, and regulations, governing debit/credit card services and related card fraud processes/detection
• Significant progressively responsible experience leading and managing a fraud prevention operation, preferably in a large financial institution
• Advanced knowledge of debit/credit card products, services, processes, procedures, and related automated systems
• Advanced knowledge of IT systems, infrastructures, processes, and fraud strategies
• Working knowledge of financial industry trends, products and services
• Experience managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Experience collaborating across organizational boundaries and building partnerships across functions
• Experience working with all levels of staff, management, stakeholders, vendors
• Working knowledge of data querying, reporting, forecasting, analysis and operations research
• Working knowledge of change management principles and practices
• Experience supervising and leading employees
• Ability to communicate highly complex technical concepts to non-technical and senior management staff Desired - Working knowledge of NFCU's functions, philosophy, operations and organizational objectives
• Advanced skill summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced organizational, planning and time management skills
• Advanced research, analytical, and problem solving skills
• Advanced skill developing and implementing programs in a leadership role
• Advanced skill using innovative thinking to solve problems and facilitate the decision making process
• Advanced verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Effective skill identifying and analyzing business requirements and recommending solutions
• Bachelor's degree in Business Administration, Security Management, Criminal Justice, or related field, or the equivalent combination of education, training and experience

• Master's degree in Business Administration, Finance, Criminal Justice, or related field