Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Mountain America Credit Union (MACU) is a financial institution with over $20 billion in assets with branches in the mountain west area. The Director of Fraud Investigation, Disputes, and Recovery leads a high-performing team responsible for safeguarding Mountain America Credit Union and its members from fraud-related financial loss. This role provides strategic oversight for investigations, fraud operations, member disputes, and recovery functions. The Director collaborates closely with enterprise partners, vendors, and law enforcement to reduce exposure, enhance member trust, and ensure compliance with regulatory and operational policies.

Job Description

LOCATION

Mountain America Center

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

*This position can be hybrid, in office and remote work, depending on business need.

To be effective, an individual must be able to perform each job duty successfully.

• Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Investigation, Disputes, and Recovery; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member.
• Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s Fraud Investigation, Disputes, and Recovery Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience.
• Leads the design, implementation, and execution of a robust fraud investigation and recovery framework across all channels and products.
• Directs dispute resolution operations, ensuring compliance with Regulation E, Z, CC, Visa, NACHA rules, and internal SLAs.
• Develops and maintains departmental KPIs, SLAs, and quality standards to measure operational performance and fraud loss mitigation.
• Collaborates with enterprise fraud strategy and analytics teams to identify emerging fraud trends and adjust response strategies accordingly.
• Manage and mentor managers and staff in investigations, disputes, and recovery teams.
• Oversees workforce planning, resource allocation, and performance management.
• Cultivates a culture of accountability, collaboration, and continuous improvement.
• Partners with legal, compliance, IT security, digital banking, operations, and member services to design and refine fraud prevention and response strategies.
• Works closely with risk partners to align fraud mitigation with enterprise risk appetite and governance expectations.
• Oversee end-to-end recovery efforts including chargebacks, restitution, and coordination with law enforcement.
• Ensure timely and accurate fraud reporting, SAR filings, and case documentation for internal use and external audits/examinations.
• Supports internal audits and regulatory reviews by providing detailed fraud case histories and internal control procedures.
• Bring deep industry knowledge and stay current on evolving fraud trends, regulatory changes, and compliance expectations. Establish a process to regularly monitor, interpret, and summarize key updates. Ensure timely communication of relevant changes to internal stakeholders and incorporate them into team practices, training, and operational procedures to maintain compliance and industry alignment
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES  

EXPERIENCE

• 8+ years of progressive experience in fraud risk management, investigations, or financial crimes
• 5+ years of progressive leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively.

EDUCATION

• Bachelor’s degree in business, criminal justice, finance, risk management or related field (required). Advanced degree or minimum of 4 years of progressive experience working in a financial or fraud-related setting.  Education must be from an accredited institution.  Education and work experie