Overview
The Director, Fraud Operations plays an integral role for leading OnPoint’s Fraud Department in understanding the larger fraud landscape, and taking strategic and operational measures to prevent or mitigate fraud losses within the organizations risk tolerance.
This is a high-caliber and trusted leader for a fraud operations team, manager, and analyst who combine to review payment and deposit activity for fraud patterns, and take appropriate action. This includes oversight and accountability for credit and debit card risk rules, online account opening, and sources of account funding, inbound and outbound payments made through all channels (digital and in-person).
This position works closely with internal partners, such as Retail; Digital; Operations; Technology, BSA/AML, and PMO, as well as external vendors providing risk tools like Fiserv, Verafin, and FIS Global. Fostering these partnerships to identify areas of evolving risk, and understanding change management to execute strategies are cornerstones for success in this role.
Responsibilities
- Direct a high performance team of fraud risk professionals, including fraud investigations team, manager, team lead, and risk analyst to define and execute strategies for successful fraud prevention and mitigation.
- Develop, and continuously improve operational efficiencies conducive to the fraud risk strategy while accounting for member impact, and consideration for impact on internal partner organizations.
- Provide tactical and strategic fraud leadership for OnPoint; calibrating daily operations and risk tools to combat fraud, while demonstrating KPIs that clearly show success or areas of impending risk.
- Vendor management and strong relationship management with internal partners for transparent, collaborative achievement of goals and objectives.
- Accountable to manage high impact member escalations and complaints, from internal sources and external entities.
- Works with Compliance and Legal; developing policies and processes for fraud investigations that abide with regulations.
- Capable of account-level research as well as a data-centric decision making process to fortify viable fraud prevention strategies, and the most appropriate use of fraud investigation team resources and risk toolset.
- Strong understanding of fraud landscape within finance, with demonstrated ability to articulate impact of transactional investigation and appropriate friction, balanced with a member-centric service attitude.
- Develops, coaches, and motivates staff to meet performance, service, and strategic goals. Fosters a team driven by service and efficiency through leadership and training. Supervises activities to ensure adherence to policy, procedures, and regulatory requirements. Builds and executes a plan for individual and team education, growth and performance.
- Maintains current knowledge of laws, regulations, policies, and procedures.
Qualifications
- Demonstrated history of fraud investigations and strategic risk planning.
- Strong leadership skills for an operational team, and relationship-centered alignment with key partners.
- Effective analytical and organizational skills, and ability to manage time and resource prioritization.
- Demonstrated, successful experience working in fraud investigations, with a focus on prevention strategies and operational fraud mitigation.
- Clear history and strong understanding of financial networks and payment systems and cycles.
- Working knowledge of regulatory requirements and current credit union policy and procedures.
- Able to motivate and earn the confidence of team members, partners, and leadership.
- Strong communicator, finding clear and concise articulation appropriate for the audience and message.
- Demonstrated ability to take initiative and to use appropriate authority.
- Proactively identify, analyze and resolve issues, taking an analytical approach to formulate recommendations for change.
- Minimum five years of successful experience working in financial risk or fraud operations; focus on fraud investigations.
- Bachelor degree or equivalent experience within finance, fraud, and risk.