FIU Electronic Fraud Manager (REMOTE in VA, MD, NC, SC, PA, GA)

Position Description

The FIU Electronic Fraud Manager (EFM) leads and drives the development and operations of all electronic transaction channels, including, but not limited to, disputes. The EFM represents the Enterprise Fraud Management department in initiatives and cross functional projects throughout the enterprise with a focus on customer experience, service level targets, teammate experience, regulatory compliance, business growth and process scalability. The EFM is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. In this role, the EFM is accountable for executing the disputes program and strategy, providing guidance on the Enterprise Fraud Management program and corresponding procedures, new products and services, and, engaging with internal and external business partners, as a fraud subject matter expert.

Position Accountabilities

• Responsible for leading and developing a team managing all aspects of fraud and non-fraud disputes involving Debit Cards, Zelle, ATM, ACH, Online bill pay, and remotely created checks.
• Identifies and recommends updates and/or improvements regarding the enterprise-wide disputes process.
• Translates complex regulations into easy-to-follow procedures and process standards.
• Possesses expertise as the subject matter expert, in the areas of Reg E, NACHA rules, Visa rules, and other regulations applicable to the dispute process.
• Works with FIU Training and Governance to create/develop appropriate Reg E, NACHA, and Visa training and documentation (ex: Reg E Expectations) to support training of Disputes Management team as necessary., and to develop first line of defense education for prevention and detection.
• Works with other business units, first, second, and third lines of defense, within the Bank related to fraud investigations.
• Performs detailed analysis to detect dispute trends, anomalies or patterns in transactions or relationships across a variety of data sources to determine liability, risk, and/or impact of each case.
• Performs risk analysis as a precursor to mitigating financial crimes strategies that directly impact Operating losses.
• Develops, implements and maintains policies, procedures, and standards for fraud and dispute management.
• Ensures case management processes/tasks meet all regulatory guidelines, product deliverables, and quality expectations.
• Collaborates with cross functional management teams, other department managers, and senior leaders to deliver best in class customer and teammate experience through process improvement, system development and enhancements.
• Plans and coordinates forecasting and capacity planning functions.
• Partners with enterprise-wide project teams on implementation of new processes and software solutions.
• Develops controls to mitigate and prevent risk(s) associated with timely submission and processing of electronic funds transfer disputes within regulatory guidelines.
• Makes recommendations to programs not meeting Reg E requirements.
• Directs and administers dispute management workflows and system to ensure proper system/user codes, user profiles, automation routines, rules engines, letter generation, GL/settlement activity, and API connectivity to ancillary systems.
• Ensures proper tracking and reporting of disputes, chargebacks and related KPI/KRI metrics.
• Develops overall strategic roadmap and initiatives to drive dispute process excellence and optimization of technologies and processes.
• Drives data-based decision making on identification of areas for improvement and adoption of new processes and technologies.
• Sets and achieves performance targets for resolution phase of dispute resolution, including financial performance, regulatory risk management, and employee development.
• Responds to changing circumstances and provides and executes solutions with agility.
• Acts as a liaison and subject matter expert for special projects as assigned.
• Responsible for providing teammates timely, candid, and constructive performance feedback, developing teammates to their fullest potential and providing challenging opportunities that enhance career growth, developing the appropriate talent pool to ensure adequate bench strength and succession planning, recognizing, and rewarding employees for accomplishments.
• Develops fraud-thought leadership on specific products and emerging practice areas as requested.
• Partners with the Director – Enterprise Fraud Management on leadership activities including strategic, organizational, financial planning for the team

Organizational Relationship

• Reports to the Director – Enterprise Fraud Management
• Supervision of Others - Yes

Position Qualifications

Education & Experience

• Bachelor's degree in a related field or equivalent work experience
• Fraud certification is preferred (such as CFE, CAFP)
• 10+ years banking experience, including 5 to 7 years’ experience with fraud and disputes lifecycle; prevention, detection, recovery, including risk management, fraud prevention with hands-on fraud investigation, fraud/payment operations or management
• 5+ years management experience that includes sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback.

Knowledge & Skills

• Strong fraud background with an understanding of bank operations, products, processes and procedures
• Excellent analytical and creative problem-solving skills, ability to resolve complex issues with minimal direction
• Advanced written, oral, data analytics, and interpersonal skills with high attention to detail and strong analytical, problem solving and logical reasoning. Demonstrated ability to interact with management and other business lines with tact and diplomacy while achieving stated objectives.
• Ability to make critical decisions in a fast-paced environment
• Ability to conduct research into systems issues and products as required
• Ability to communicate ideas in both technical and user-friendly language
• Highly self-motivated and directed along with strong critical thinking and keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment and work through workflow analysis
• Experience working in a team-oriented, collaborative and customer centric environment
• Insert competencies, skills, knowledge
• Ability to foster strong relationships with internal and external stakeholders
• Demonstrated depth in driving process improvement initiatives to enable operational excellence.
• Strong practical knowledge of laws applicable to Reg E, NACHA rules, Visa rules, and other regulations applicable to the dispute process.

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc.  This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program.  General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits. 

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.