Manager of Fraud and Disputes

Summary

The Manager of Fraud and Disputes leads an innovative and skilled staff to manage fraud, identify fraud trends and develops strategies to combat fraud. The position serves as the champion of the fraud and disputes software, is responsible for managing vendor contracts, loss analysis and researching products and services to assist with monitoring and managing fraud.

Essential Functions

• Oversee and knowledgeable of all functions performed by and all products and services offered by the Fraud and Disputes team to include fraud trends, new fraud developments, ongoing strategies to combat fraud. This includes, but not limited to the following types of fraud: account, loan, kiting, new members, checks, debit, credit, ATM, ACH, inactive accounts online and mobile banking and additional fraudulent activity as deemed necessary.
• Subject matter expert of third-party systems associated to Fraud and Disputes to include DNA Client Central, Enfact, Verafin, Advanced Fraud Solutions, Quavo, Ethoca, Visa VROL. This includes maintaining system settings, limits and rules, upgrades, test case analysis, and enhancements. 
• Responsible for collaboration efforts between law enforcement, members, Veridian's legal and management team on fraudulent activity to ensure a satisfactory resolution. 
• Continually monitor current and new fraud trends, internal and external vulnerabilities, confirmed and non-confirmed fraud, facilitation of common point of compromise, loan fraud, senior vulnerability, and dark web attacks.
• Champion ways to identify fraud and set applicable rules to ensure a frictionless member experience along the way.
• Collaborates with training and marketing staff to ensure all things Fraud and Disputes related are trained across the organization and regular updates to our website. 
• Responsible for the entire software and hardware structure used in all areas of Fraud and Disputes to include ongoing review of contracts, equipment, enhancements and upgrades.
• Responsible for the analytical review of entire loss portfolio while developing ongoing metrics to improve productivity and mitigate fraud, maintain high level service offerings, reduce card declines, reduce current and potential risk, trend analysis and enhance daily and monthly management reporting. 
• Work with varying workgroups to mitigate loss across the entire organization while keeping a positive pulse on member service and self service channels.
• Remain abreast on all applicable laws around check, card, ACH, ATM, online and mobile banking and loan loss regulations to include review of bulletins, journals and webinars.
• Ensure PCI security measures are in place and adhered to regarding PCI and other highly secure data compliance requirements. 
• Demonstrates strong communication and collaborative efforts when working with peers and across work groups.
• Maintains strong vendor relationships while ensuring the relationship aligns with our strategic direction.
• Knowledge of all policies, procedures, laws and regulations affecting the department. Maintain a general knowledge of policies, procedures, laws and regulations affecting the credit union operation.
• Maintain optimum staffing levels to ensure high quality member service and department efficiencies.
• Maintain business continuity plan and provide contract details to the ERM manager on a regular basis.
• Work in conjunction with the Management Team on special projects, including research, preparation and distribution of reports and follow-up.
• Act in absence of the Vice President of Payment Systems on matters concerning established Fraud and Dispute procedures.
• Prepare proposals and special projects at the request of management or own initiative.
• Provide on-going coaching to all team members that encourages personal, professional and career development. Clearly define expectations of all team members.
• Interview and hire the most qualified applicant for position openings. Provide initial orientation and on-going support to team members on the mission, vision, values and leadership culture of the organization.
• Plan and prepare for the future by being open minded, perceptive, and proactive. Make decisions that support the members, the department and the organization as a whole both financially and strategically.

Key Attributes

• Oral and written communication skills.
• Member service focus.
• Attention to detail and accuracy.
• Positive attitude that supports a team environment.
• Dependable and punctual; flexible during peak times.
• High level of confidentiality.
• Organizational skills.
• Self-motivated; ability to work without close supervision.
• Problem solving; analysis.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Occasionally lift and/or move items over 10 pounds.
• Remain sedentary (seated) for extended periods of time.

Working Conditions

This job operates in a professional office environment and routinely uses standard office equipment.

Travel

Limited travel expected.

Required Education And Experience

• Bachelor’s Degree in Business Administration, related field or equivalent combination of education, training, and experience of 8+ years.
• 5 + years of progressive work experience preferably in a financial institution.
• 3+ years of experience working with in-house systems and system integration with third-party vendors.

Preferred Education And Experience

• Management/supervisory experience.
• Project management experience.
• Participant of fraud user networks.
• Knowledge of fraud, dispute and payment system operations.
• Knowledge of NACHA, Reg. CC, Reg. E and Visa Operating Rules.

Other Duties

Veridian Credit Union is a PCI compliant financial institution to ensure the security of member information. As such, all employees are expected to ensure security measures are in place and adhered to regarding PCI and other highly secure data compliance requirements.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Apply Now