Supervisor, Risk Program Management

About the role

The Supervisor, Risk Program Management oversees the Enhanced Fraud Services team, ensuring service excellence and timely resolution of financial institution inquiries and requests. This role also includes coaching and mentoring team members, identifying training and development opportunities, and driving employee engagement.

Responsibilities

• Oversee and analyze escalated financial institution calls/emails/mail within departmental SLA’s or on-demand.
• Maintain awareness of fraud/non-fraud issues, business and consulting trends, and keep upper management informed of any ongoing issues.
• Hold regular department meetings to update staff on relevant issues, identify challenges, and discuss strategies for success.
• Assign work assignments to individual Consultants and Specialists, monitor performance, and ensure adherence to SLA’s.
• Manage EFS projects in collaboration with internal/external partners, ensuring projects align with desired outcomes and SLA’s.
• Provide insights to management on trends and opportunities for team improvement.
• Support marketing and sales initiatives, contribute to content creation, and deliver presentations for internal/external audiences.
• Contribute to the development of expanded solutions and offerings for the EFS team, including analytic reporting projects.
• Collaborate with management across the enterprise on both EFS and non-EFS related issues to foster a positive experience.

Requirements

• Bachelor’s degree in business administration or related field or equivalent combination of education and experience required.
• CFE preferred.
• Seven (7) years within the financial service industry required.
• Five (5) years professional experience in risk management and/or fraud experience required.
• Three (3) years experience leading project teams, team lead, and/or supervisory experience required.
• Experience with data analytical tools required.
• Experience with fraud mitigation industry tools within the financial service industry required.
• Experience with financial institution core processing systems preferred.
• Project management experience preferred.

Qualifications

• Ability to work a flexible schedule to meet business needs, including availability for 24x7 on-call coverage.
• Discretion and good judgment in decision-making, acting independently and effectively on complex problem resolution.
• Effective communication skills (verbal and written) in all facets of the Supervisory role, including policy/procedure generation, management, team, and customer interactions.
• Ability to manage multiple projects, work in a fast-paced environment, meet deadlines, and provide exceptional service experiences.
• Advanced proficiency in word processing, data mining, spreadsheet, and computer software applications.
• Demonstrated excellent analytical and quantitative skills.

Skills

• Sound judgment and discretion in decision-making.
• Effective communication skills (verbal and written).
• Discretion and good judgment in problem-solving.
• Ability to manage multiple projects and work in a fast-paced environment.
• Advanced proficiency in word processing, data mining, spreadsheet, and computer software applications.
• Demonstrated excellent analytical and quantitative skills.

Benefits

Velera offers competitive wages, medical with telemedicine, dental and vision benefits, basic and optional life insurance, paid time off, and a variety of additional benefits including health savings accounts, mental health and well-being programs, tuition reimbursement, and more. Velera is an equal opportunity employer and provides reasonable accommodations for individuals with disabilities.