Jobs and Careers
RE
Fraud Operations Manager
Redwood Credit UnionUnited Statesfull_timeVerifiedPosted 22 Apr 2025
💰 $196,817/yr($149,385/yr – $196,817/yr)
About the role
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 a Fraud Operations Manager, who will be responsible for overseeing the processes utilized within the Credit Union to recover, investigate, and process all claims and disputes, while ensuring an exceptional Member experience. Provide Member support for various types of account fraud, such as account takeovers, scams, wire fraud, card, ACH, check and impersonation of Members and the Credit Union, and as needed, collaborating with RCU’s security team and law enforcement agencies.
Essential FunctionsDepartment Leadership• Manage Casap claims management platform, the workflow of all incoming claims and fraud disputes, recovery of funds, disposition of the claims and communication to RCU Members concerning the status of their claim.• Optimize card claims to automate processing using data flowing between the claims system, Visa and RCU’s core platform.• Provide senior leadership reporting from Casap claims management platform to identify fraud trends, team productivity, and recovery metrics. Ensure KPI and critical reporting are in RCU’s PowerBI platform.• Prevent, reduce, and recover financial losses by managing credit and debit card investigations and tactical department operations, including managing the claims management platform, supervising staff, coordinating external card investigations, monitoring, managing the arbitration process with Visa and reporting fraud and loss trends.• Regularly communicate with Fraud Mitigation Manager on emerging trends and upticks in claim activity so that early intervention and mitigation can begin.• Maximize recovery for all claim types including card, ACH, check, wire, account takeover, lending and any other identified fraud at RCU.• Manage system fraud alerts to ensure efficiency, effectiveness and balance among team members.• Oversee ATM fraud detection, investigations, dispute processing and recovery of funds.• Enhance Member service and reduce losses by managing card fraud investigations, including card compromises and unauthorized use disputes.• Oversee wire review, fraud detection and the prevention of suspicious wires.• Manage Suspicious Activity Reporting connected to criminal activity and collaborate with the BSA team on complex SAR investigations.• Recruit, select, and supervise staff, including expectations, coaching/development,resources, workflow, feedback, and accountability to ensure high levels of Member serviceand maximum protection of Credit Unions assets when false claims are presented forpayment.• Manage, plan, and authorize overtime and schedule changes as needed to ensure coverage for optimum Member service.• Responsible for monthly service call audits of direct reports to provide coaching on service standards.• Cover as on-call manager 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 and occasionally in the middle of the night.• Handle all Member escalations connected to card/ATM claims, new acc
Redwood Credit Union is looking for a Fraud Operations Manager, who will be responsible for overseeing the processes utilized within the Credit Union to recover, investigate, and process all claims and disputes, while ensuring an exceptional Member experience. Provide Member support for various types of account fraud, such as account takeovers, scams, wire fraud, card, ACH, check and impersonation of Members and the Credit Union, and as needed, collaborating with RCU’s security team and law enforcement agencies.
Essential FunctionsDepartment Leadership• Manage Casap claims management platform, the workflow of all incoming claims and fraud disputes, recovery of funds, disposition of the claims and communication to RCU Members concerning the status of their claim.• Optimize card claims to automate processing using data flowing between the claims system, Visa and RCU’s core platform.• Provide senior leadership reporting from Casap claims management platform to identify fraud trends, team productivity, and recovery metrics. Ensure KPI and critical reporting are in RCU’s PowerBI platform.• Prevent, reduce, and recover financial losses by managing credit and debit card investigations and tactical department operations, including managing the claims management platform, supervising staff, coordinating external card investigations, monitoring, managing the arbitration process with Visa and reporting fraud and loss trends.• Regularly communicate with Fraud Mitigation Manager on emerging trends and upticks in claim activity so that early intervention and mitigation can begin.• Maximize recovery for all claim types including card, ACH, check, wire, account takeover, lending and any other identified fraud at RCU.• Manage system fraud alerts to ensure efficiency, effectiveness and balance among team members.• Oversee ATM fraud detection, investigations, dispute processing and recovery of funds.• Enhance Member service and reduce losses by managing card fraud investigations, including card compromises and unauthorized use disputes.• Oversee wire review, fraud detection and the prevention of suspicious wires.• Manage Suspicious Activity Reporting connected to criminal activity and collaborate with the BSA team on complex SAR investigations.• Recruit, select, and supervise staff, including expectations, coaching/development,resources, workflow, feedback, and accountability to ensure high levels of Member serviceand maximum protection of Credit Unions assets when false claims are presented forpayment.• Manage, plan, and authorize overtime and schedule changes as needed to ensure coverage for optimum Member service.• Responsible for monthly service call audits of direct reports to provide coaching on service standards.• Cover as on-call manager 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 and occasionally in the middle of the night.• Handle all Member escalations connected to card/ATM claims, new acc
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s