Manager, Fraud Operations & Physical Security

Job ID

10054804

Location

Lake Buena Vista, Florida, United States

Business

Date posted

The Manager of Fraud Operations & Physical Security is responsible for identifying and mitigating risk exposure to Partners Federal Credit Union assets, preventing and recovering fraudulent losses, through review and analysis of fraud prevention reports, seeking out enhancements of fraud prevention practices within the department, and addressing issues with the processor as they arise. This position works alongside key stakeholders, as a frontline working manager, investigating plastics and non-plastics fraud claims (Credit & Debit) and managing the fraud prevention and claims processing program. The Manager of Fraud Ops & Phys. Security manages PFCU security tasks, which support organizational compliance and safety. The position also leads the Fraud Operations team, coaching and directing the team to provide the highest quality security and risk mitigation possible.

Primary Responsibilities

-Fraud Prevention, Detection, and Recovery - Fraud Operations

• Conducts research and investigations regarding matters of theft, fraud, embezzlement, robbery, and other criminal and civil matters that impact the assets and reputation of the credit union. Manages related caseloads and file reports as needed

• Assists members, through direct contact if appropriate, with reports of fraud, providing guidance as needed, ensuring quickest possible remediation.

• Reviews accounts and monitor fraud activity as related to accounts, loans, transactions, plastics portfolio and/or other loss exposure areas.

• Takes appropriate action to prevent losses to PFCU assets. Reviews and analyzes fraud prevention reports, seeking out enhancements of fraud prevention practices within the department, and addressing issues with the processor as they arise.

• Serves as the lead fraud analyst, directing case work and sharing fraud subject matter expertise with the broader team. Serves as the point person for complex investigations on behalf of the department.

• Processes fraud and card disputes, including handling of close-out packages, as needed. Monitors and maintains tracking of loss data, including reviewing and posting to applicable general ledger accounts as needed. Supports the incident response process, including the re-issue of cards as needed.

• Inputs relevant messaging and flag accounts on core and ancillary systems related to fraudulent activity and member service restrictions.

• Works/investigates fraud plastics and non-plastics claims by performing investigations and research, interviewing members and merchants, developing professional relationships within the banking and law enforcement sectors, and other related case management duties with an emphasis of preventing and recovering losses to the Credit Union. Under certain circumstances, produces fraud loss root cause summaries and facilitates criminal compliant procedures in response to confirmed and unrecoverable criminal acts against the Credit Union.

• Produces complex reports, such as criminal complaints, fraud loss summaries, executive summaries, trend analysis, etc., and performs basic and foundational risk analyst duties up to more complex tasks.

• Assists with producing and disseminating training material and other communications in order to keep leadership and cast members informed regarding crime and fraud alerts, as well as possible scams affecting the credit union and its members.

• Takes the lead in managing the fraud prevention and claims processing programs with PFCU’s processor and other vendor stakeholders by conducting regular meetings, reviewing/supporting proactive fraud prevention strategies, resolving operational issues with the processor, reporting fraud trends and other related intelligence information, identifying new fraud prevention products/services, and other related tasks with an emphasis on preventing losses to Partners’ plastics portfolio.

-Managing - Fraud Operations

• Manages the day-to-day operations of the Fraud Department, to include department administrative functions.
• Supports fraud department operations by regularly assessing daily needs in conjunction with available resources and required deliverables.
• Actively leads and supervises the fraud operations team.

• Produces and maintains tracking metrics and reporting on fraud trends, losses, and other related activity in conjunction with department operational needs.
• Conducts regular team meetings, one-on-one meetings, as well as other department-level meetings with vendors and key stakeholders as needed.
• Conducts ongoing coaching and performance evaluations, supports the professional development of assigned cast members and disciplinary proceedings as needed.

• Prepares, communicates, and or delivers metrics-based information and presentations to both leadership and other areas of the organization as needed.

• Maintains knowledge of industry fraud trends, best practices, contemporary industry methodologies, and other related information. Serves as an SME to the organization at large.

• Supports the strategic growth and operational evolution of the Fraud Department Conducts formal/informal operational analysis, works with the broader fraud team and leadership, and seeks continuous improvement in alignment with strategic plans.

• Ensures and promotes the highest level of integrity within the scope of department operations, to include adherence to company policy, established laws, and regulatory guidelines.

• Consciously creates a workplace culture that is consistent with the overall organizations and that emphasizes the identified mission, vision, guiding principles, and values of the organization.

• Leads and supports training initiatives within the organization that are centric to the Risk Management department’s mission. Coordinates fraud presentations/training to new hires, cast members in other departments, or within other organizational forums or events.

• Supports other Risk Management department programs and initiatives as needed. May serve on project teams and provide SME and advice to key stakeholders.

-Managing - Physical Security

• Responds to security- and safety-related incidents as appropriate.
• Identifies deficiencies, required remedial repairs, and upgrades, and works with vendors and other internal/external stakeholders to address and resolve to completion.
• Supports and manages the day-to-day activities of PFCU’s security program.
• Oversees the security guard program. Works with the VP, Enterprise Risk, to monitor, manage, and enhance the guard service program.
• Helps lead PFCU’s Safety Committee.

• General Departmental and Administrative Duties

• Supports the strategic agenda of Enterprise Risk management initiatives as well as the over mission within the organization.

• Assists with the implementation and administration of the programs for fraud prevention and detection, information security, physical security, business continuity planning, and vendor management.

• Assists with internal investigations and research related to potentially fraudulent employee account activity as needed.

• Prepares reporting, dashboards, and scorecards as necessary to communicate key performance indicators related to Enterprise Risk.

• Tracks corrective action related to Enterprise Risk and other matters as assigned.

• Assists with completion of a variety of risk assessments, including managing and tracking requested information, distributing reports, and obtaining responses from management

• Assists with completion of a variety of third-party reviews, including audits, examinations, and independent testing including managing and tracking requested information, distributing reports, and obtaining responses from management.

• Completes general administrative tasks such as time tracking and SAP entry, processing vendor invoices, general employee related tasks and functions, participation in company sponsored events and initiatives, etc.
• Gives presentations regarding managed verticals or other relative information

Required Skills

• Minimum 5 years work experience
• Critical thinking skills, sound judgement, and ability to build trust with stakeholders.
• Minimum 3 years bank security experience
• Must possess effective writing skills and the ability to deliver presentations.
• Mature demeanor with the ability to effectively self-manage.
• Must not be a “box checker,” but must thrive in taking an active role in ownership.
• Ability to handle multiple assignments concurrently - organization and time management skills required.
• Professional demeanor and ability to maintain confidentiality.
• Excellent analytical skills, organizational skills, business acumen, and report/business writing skills
• Firm human relations skills with an emphasis on providing quality member service.
• B.A./B.S. Business/Finance and/or equivalent experience
• Team oriented and focused on “The Mission”
• Working knowledge of deposit operations and card services programs
• Moderate to Advanced Skills with MS-Excel, MS-Word, and MS-PowerPoint
• Basic financial and accounting skills (Manage GL’s, budgets, & AP)
• Strong leadership skills, Ability to lead a team, coach, mentor and develop direct reports.
• Excellent communication skills, both verbal and written a must
• Strong administrative skills
• Working knowledge of deposit operations, card services, card processors, and related processes
• Working knowledge of fraud industry and banking operations
• Working knowledge of Reg E., Reg Z., NCUA748, AML, BSA, Visa Chargeback Admin Regs, and related
• The ability to effectively handle escalated situations in a professional manner.
• Minimum 2 years of supervisory or management experience
• Working knowledge of Reg. E, Z, CC, D, NCUA748, BSA, and related banking regulations and guidelines
• Ability to build and maintain strong collaborative relationships with business partners.
• Minimum 3 years fraud experience
• Working knowledge of Enterprise Risk management principles/frameworks a plus (I.e., COSO, FFIEC, etc.)

Preferred Skills

• Certified Fraud Examiner (CFE) or other fraud related professional industry certification(s) (I.e., CPI, CFCI, etc.), or must obtain said certification within 12 months as a condition of employment.
• Professional security industry certifications are a plus
• Other related certifications are a plus

The hiring range for this position is $94,136 to $126,280 per year, which factors in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.