Fraud Operations Director

About the role

The Director of Fraud Intake and Support role at Mountain America Credit Union (MACU) is responsible for developing and maintaining the fraud intake and alerting operations team. This role requires a combination of leadership, technical expertise, and a deep understanding of fraud prevention and member experience.

Responsibilities

• Leverage vendor partnerships and integrate emerging technologies to enhance fraud detection and member experience.
• Partner with the Fraud team to implement and maintain advanced fraud detection systems.
• Ensure the team meets or exceeds established KPIs and SLAs.
• Manage vendor relationships and systems utilized by the Intake and Alerting Operations Team.
• Lead and direct the management of vendor relationships and systems utilized by the Intake and Alerting Operations Team.
• Develop and maintain a culture of ownership, accountability, speed, and focus.
• Provide direction and support to Analysts who review fraud alerts, manage escalation processes, and ensure the timely resolution of confirmed fraud events.
• Collaborate with the data and analytics team to develop actionable insights and strategies around patterns and trends in fraudulent activities.
• Oversee the investigation and remediation of fraud incidents, ensuring timely escalation and reporting to senior management and regulators.
• Mentor and develop staff members on the latest fraud detection techniques and ensure the team is equipped to handle member cases.
• Critically lead in collaborative partnerships between Fraud and Member Services focused on reporting fraud metrics to branches and service centers to enhance fraud prevention and protect members.
• Continuously monitor and 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.
• Participate in routine audit processes associated with these regulations.
• Stay current on fraud trends and potential threats.

Requirements

• Bachelor’s degree in business, finance or related field, or 4 years additional combined progressive experience in a financial setting.
• Master’s degree preferred.
• Minimum of 8 years of progressive experience in fraud, risk management, cybersecurity, financial crimes, compliance, intelligence, investigations, law enforcement, technology, project management, business transformation, analytics/data science, or other financial services functions.
• 5+ years of leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively.

Skills and Abilities

• 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.
• Advanced understanding of customer experience standards and metrics.
• Strong understanding of fraud detection processes, policies, and tools, as well as relevant regulations and industry best practices.
• Experience working with regulatory bodies that oversee fraud prevention and compliance.
• Experience working with e-commerce, online retail, or payment processing or working with companies where digital fraud is prevalent is preferred.
• Excellent leadership and demonstrated ability to recruit, engage, and coach employee performance.
• Experience in all applicable deposit related compliance regulations and applicable laws.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizational 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.
• Strong analytical and problem-solving skills to identify and resolve complex fraud-related issues.