Fraud Client Services Manager

Job Description

Description

The Fraud Client Services Manager is a subject matter expert in fraud management, risk mitigation, and regulatory compliance. They will lead the team ensuring it operates in accordance with the approved and outlined SLAs and KPIs. They will also drive improvements in processes and manage high-level risk areas. You will actively work with your team to identify points of exposure and vulnerability, balancing this against opportunities to reduce false positives and create a positive customer experience. This role will also provide customer service for escalated fraud issues.

This position is responsible for reporting fraud risks and exposures to senior management and line of business partners, ensuring appropriate actions are taken to ensure a consistent process for all fraud investigations and recovery efforts. Maintain quality standards throughout the intake, investigation and closeout of all fraud alerts and cases.

Essential Functions

• Manage fraud detection and prevention opportunities (alerts and cases) through Verafin and various fraud reports to include but not limited to account takeovers, identity theft, debit card fraud, check fraud, ACH fraud, and elder exploitation.
• Analyze fraud trends (includes all channels: in-branch, paper check, digital, and cyber) with check/ACH/wire transfer/online banking fraud to assist in the development and implementation of policies and procedures aimed at minimizing fraud losses.
• Maintain compliance with all related regulations (BSA, SOX, etc.) through providing appropriate data for Suspicious Activity Reports. Work with local, state and federal agencies as needed with investigations.
• Evaluate the quality of the team's performance through the use of personnel observation, job simulation, quality control/assurance practices, productivity analysis and trend reporting.
• Support and maintain internal policies, procedures, and customer communications to support department, Bank, and corporate objectives. Partner with LOBs to ensure information is updated and accurate.
• Partner with Financial Crimes to deliver continued education, training, and provide developmental opportunities to new and current fraud team members and operational processes, link analysis, best practices, and performance objectives.
• Partner with Financial Crimes to develop external customer education on current and industry fraud trends.
• Assist the team as needed with investigations by conducting interviews, documenting case notes, assist with the recovery of losses, and partnering with other teams (Legal, Compliance, AML) as needed to facilitate the closeout of cases.
• Ensure effective deployment of staffing and scheduling in a fast-paced, high volume, ever-changing environment to maintain service levels.
• Establish clear guidelines for evaluating the legitimacy of fraud reports and prioritize the based-on risk severity.
• Recommend cost-effective approaches to integrate technology into the workplace to improve or streamline processes, keep informed of new developments and ideas which could impact Northwest.
• Drive long-term, initiatives, and projects in support of minimizing fraud losses while providing a positive user experience
• Motivate, coach, and reward teammates in areas such as Quality, Customer Satisfaction, Resolution, Adherence, Attendance, and other Key Performance Indicators
• Prior experience in implementing a new case management system and supporting the converting to new systems.

Additional Essential Functions

• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

Additional Responsibilities

• Work with appropriate LOBs on Fraud related testing and training. Provide support to implement and complete risk assessments
• Attend compliance training events to stay current with regulations
• Maintain appropriate certifications related to Fraud credentials.
• Identify risk and test controls designed to minimize risks

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

Bachelor's Degree in Business, Finance or related field preferred

Work Experience

6 - 8 years Banking/lending experience preferred

6 - 8 years Supervisory experience preferred

6 - 8 years Fraud/Risk Management experience preferred

3 - 5 years Customer Support or contact center experience preferred

General Supervisory/Manager Knowledge, Skills, and Abilities

• Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches
• Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest's strategic plans
• Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion
• Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning
• Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience
• Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information
• Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required
• Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters

Licenses and Certifications

Certified Fraud Examiner, CFCI or related Certification upon hire or Certified Financial Crimes Investigator upon hire

The pay range for this position is generally $85,000 - $100,000 per year. Actual pay is based on various factors including but not limited to the successful candidate's experience, skills, and knowledge.

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.