Fraud Prevention and Risk Investigations - Fraud Incident Program Manager

Our headquarters in Sacramento contains the core functions that support our mission to deliver financial solutions with value, convenience and exceptional service to our members.


TITLE: FRAUD INCIDENT PROGRAM MANAGER
STATUS: EXEMPT
REPORT TO: DIRECTOR - FRAUD SERVICES
DEPARTMENT: FRAUD PREVENTION AND RISK INVESTIGATIONS
JOB CODE: 11966
PAY RANGE: $85,100.00 - $95,000.00 ANNUALLY

GENERAL DESCRIPTION:
The Fraud Incident Program Manager will bring a passion for the disruption of fraud and assisting members who do experience fraud. Broad financial industry best-practice fraud prevention and resolution experience is required. A high degree of focus on fraud alert management will be required for success. This role is responsible for identifying and coordinating with key resources who will focus on investigating fraud cases related to specific fraud incidents. The goal of this role is to ensure consistency in responding to and reporting on specific incidents. The role will represent Fraud Services on Enterprise Incident Response Teams that are deployed during fraud incidents, and work with fraud analytics teams to assess varied situations for associated risk and assist to implement proper resolutions based upon current risk tolerances. Participate in cross-functional relationships within the credit union to provide optimum internal support and build and distribute fraud prevention and education to other areas of the enterprise. The ability to meet critical timelines and service levels agreements will be vital. Experience with fraud case management systems and the evaluation of such systems is required. The ideal candidate will excel both as a self-driven, individual contributor and at times work effectively within a team constructed both within the department and with other departments across the credit union.
TASKS, DUTIES, FUNCTIONS:
1. Incident Management: Effectively manage fraud incidents by engaging a team to focus on impacted members and confine bad actors. Role will be responsible for creating action plans for response teams to process cases related to incidents and reporting updates related to all activities, team actions and losses.
2. Primary Fraud Incident Contact: Represent Fraud Services as part of enterprise Incident Response Team (IRT). Drive incident response efforts. Maintain stakeholder communication during incident lifecycle and facilitate resolution of service impact to fraud operations.
3. Regulatory Compliance: Maintain ongoing subject matter expertise regarding Fraud and regulations including a thorough understanding of state and federal laws and regulations related to credit union compliance including OFAC Sanctions, Executive Orders, FACTA, Reg. CC, Reg. E, UCC, check 21, Bank Secrecy Act, Anti-Money Laundering laws, Visa and other card related regulations appropriate to the position.
4. Process Performance: Recommend business level process changes within the department to improve processes and reduce the reaction time in response to fraud trends.
5. New Account Fraud: Assist in the process for fraud reviews of new accounts (deposit and loans) originated online and in-branch to mitigate fake accounts from being opened.
6. Member Experience: Responsible for handling escalations, exception items and resolving complex issues.
7. Represent credit union in contacts with business and trade associations, members, and regulatory agencies. Attend business functions and industry conferences and otherwise promote the credit union’s image.
8. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
9. Travel as required.
10. Perform other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Effective oral and written communication skills required to interpret, resolve, and document fraud management and related issues, train and evaluate staff, and perform other related tasks.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of staff within business units and departments as needed.
2. EXTERNAL: Federal, state, and local law enforcement, vendors and business partners, and industry peers as needed.
QUALIFICATIONS:
1. EDUCATION: Bachelor’s degree in a related field required. Additional work experience may be considered in lieu of a 4-year degree.
2. EXPERIENCE:
◦ Five years o