AVP Assistant Manager – Debit Card & Loss Prevention

About the role

Office Location: Conroe, Texas, United States

Responsibilities

• Supports the day-to-day operations of the Loss Prevention department.
• Assist with managing and training Loss Prevention employees.
• Assist with document and research requests from bank employees, auditors, compliance, and examiners.
• Work with the appropriate vendors to ensure our debit card program is in compliance and that changes are tested and implemented following both network brand and bank policies and procedures.
• Assist with submitting the Visa Quarterly Report.
• Work with the fraud vendor on innovative technologies or changes to improve cardholder experience.
• Understand how the various fraud monitoring systems work in order to help write/change rules to prevent fraudulent transactions from being approved.
• Assist with researching and posting missing ATM deposits.
• Assist with administrative changes in DTS related to ATM, debit card, and Zelle disputes.
• Review and analyze large checks and ACHs flagged for review in Yellow Hammer Fraud Detective.
• Communicate with the appropriate bank employees via email regarding Yellow Hammer Fraud Detective items that require customer contact.
• Reconcile the bank’s official check accounts.
• Process debit card and Zelle disputes in accordance with Regulation E, Visa Zero Liability, and bank policy.
• Review miscellaneous debit card related reports.
• Monitor and analyze suspicious debit card and Zelle activity using various systems.
• Contact customers via phone and/or written communication to verify suspicious debit card or Zelle activity.
• Aid bank employees with debit card and Zelle related questions.
• Fulfill debit card supply orders and adjust branch card stock vault inventories as requested.

Requirements

• High school diploma or equivalent is required.
• Seven years’ banking experience is required with focus on the essential functions performed by the Loss Prevention department preferred.
• Two years’ supervisory experience is required.
• Professional appearance and demeanor.
• Working knowledge of Regulation E is preferred.
• Analytical thinking skills, attention to detail, and the ability to exercise sound judgement are paramount.
• Excellent interpersonal and customer service skills, both verbal and written, are required.
• Must have intermediate computer skills and be proficient in Microsoft Windows and Microsoft Office Suite.
• Reliable attendance and the ability to work extended hours to meet deadlines is essential for this position.
• Able to look beyond the obvious to resolve more difficult banking transactions.
• Able to maintain high level of confidentiality.
• Able to work in an environment with constant interruptions, handle stress, establish priorities and meet deadlines.
• Able to work effectively in a team environment under minimal supervision.
• Able to lift and carry up to 50 lbs. or assist with.