Manager - Card Fraud Claims

Duties & Responsibilities

The Manager, Card Fraud Claims, will oversee and manage the UMB card fraud claims process, ensuring timely and accurate resolution of fraud cases. The role will lead a team of fraud analysts and assist in developing strategies to mitigate card fraud claims risk. This role will also assist with the oversight and management of third-party card fraud claim vendors and ongoing card fraud claims monitoring, tracking, and reporting.

Responsibilities will include:

• Manage a card fraud claims team.
• Oversee third-party vendors and their systems and tools for managing fraud dispute claims.
• Continually evaluate the effectiveness of the case management process.
• Validate both UMB and vendor performance and adherence to the applicable regulatory requirements governing fraud claims for cards.
• Develop and implement tests and audits; monitor and ensure compliance with standards, policies, and procedures.
• Work closely with the Enterprise Fraud Data Strategy Manager to produce appropriate data and reporting to fulfill overall business needs.
• Support UMB's line of business partners and third-party vendors in identifying adverse customer impacts, providing solutions, and implementing change to ensure the best customer experience.
• Review and decide high-value and complex card fraud claims.
• Prepare regular reports on card fraud claims activity, including key metrics and insights.
• Conduct root cause analysis of card fraud claim incidents and recommend corrective actions.
• Maintain accurate and detailed records of all card fraud claims and investigations.
• Provide subject matter expert support on projects relevant to card fraud claims.
• Communicate regularly with peer banks and industry organizations to maintain awareness of industry risks and trends.
• Stay current with UMB's fraud policies and procedures.
• Furnish and deliver professional presentations to multiple levels of leadership.
• Deliver to stringent timelines confidently.
• Manage customer complaints and escalations
• Monitor fraud and dispute suspense general ledger reconciliations
• Other duties as assigned.

Knowledge & Skills

MINIMUM:

• Knowledge of card processors fraud detection tools and technologies (TSYS experience preferred)
• Familiarity with regulatory requirements related to credit card fraud
• Demonstrates in-depth knowledge of back-office fraud claims processing
• Demonstrates knowledge of report building and presentation of analysis results
• Advanced knowledge of Microsoft Office suite (emphasis on Excel)
• Exhibit aptitude for problem-solving, analytics, and reporting
• Operates under very limited supervision while showing the ability to work proactively & collaboratively in a team environment
• Holds strong written communication skills along with the ability to manage time and meet deadlines
• Demonstrates ability to work proactively & collaboratively in a team environment and the ability to partner with multiple lines of business to achieve a common goal
• Extensive knowledge of the Visa/MasterCard chargeback process

Requirements

MINIMUM:

• High School education
• Some College-completed
• Three (3) plus years of experience managing and leading a team
• Five (5) plus years of card fraud claims operations experience

PREFERRED:

• College Degree
• TSYS TS2 and/or TSYS TMS experience

Compensation Range:

Minimum: $69,230.00 - Maximum: $179,300.00

The posted compensation range on this listing represents UMB’s standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

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