Enterprise Fraud Assistant Manager

ABOUT REDWOOD CREDIT UNION (RCU):At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.   Why work for Redwood Credit Union?•   37th largest credit union in the U.S. and the largest financial institution based in the North Bay •   Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial•   Recognized by Newsweek as one of "America's Best Credit Unions 2024"•   Recognized by Forbes as one of “America’s Best Small Employers 2023" •   Voted Best Places to Work in the North Bay 19 years in a row•   World-class Employee Engagement scores•   Rated Superior in Service by more than 90% of Members, surveyed by SF Gate•   Industry leading Net Promoter Scores across the U.S.                                                                                                                                                                                                                                                  Join us and discover why you'll love working at Redwood Credit Union! 
Redwood Credit Union is looking for our next Assistant Manager, Enterprise Fraud who will be responsible for coordinating and maintaining effective daily operational workflow for the Enterprise Fraud department, while providing support to the department Manager, leadership to team members and quality service to Members.
ESSENTIAL FUNCTIONS:Department Leadership• Recommend operational changes to increase efficiency of products, fraud mitigation tools and productivity tracking.• Deliver performance updates and monthly results to Leadership.• Analyze/audit service data, emails, and call recordings to identify areas of service delivery that did not meet established performance standards.• Ensure fraud prevention tools (Verafin, BioCatch, Socure, and Falcon Fraud Reporting) and other means of mitigating fraud are compliant with applicable regulations, laws, and policies.• Use fraud and dispute expertise to assess existing practices and procedures and create documentation/training to drive measurable improvement.• Review and submit a comprehensive month end Enterprise Fraud report.• Work with various departments within the Credit Union to ensure fraud mitigations tools are working as designed and adjustments are made to correct deficiencies and service gaps• Develop, motivate, and train all Enterprise Fraud team members, monitoring productivity and working to create a career path model.• Manage, plan, and authorize overtime and schedule changes as needed to ensure coverage for optimum Member service.• Provide excellent service and flexibility when assisting other departments and branches.• Responsible for updating and maintaining the Enterprise Fraud Procedures Manual.• Address Member problems and complaints effectively resolving them while protecting the assets of the Credit Union.• In the absence of Enterprise Fraud Manager, make decisions to maintain current operations and Member service.• Manage escalated fraud claims and scenarios while engaging the appropriate team members, Enterprise Fraud Manager, and law enforcement as required.• Manage recovery efforts with other financial institutions and shipping companies to assist Members in recovering their funds post-fraud experience.• Manage all applicable Verafin, BioCatch, Socure fraud protection alerts and claim workflows with a focus on effectiveness and efficiency, without compromising service for Members.• Responsible for monthly service call audits of direct reports and providing coaching on service standards.• Cover as on-call for Saturdays and Sundays, and be available to cover, on a rotating basis, as the on-call manager during various three-day-holiday weekends throughout the year. This includes response outside of business hours, occasionally in the middle of the night.
Operations Support• Research, develop, test, and implement special projects as assigned.• Support Manager in Member escalation process.• Coordinate and assist with team member training.• Cross train to cover and/or support other Assistant Managers, Enterprise Fraud.
Leadership & Teamwork• Faci