VP Fraud Management & Operations

Please reference the schedule and minimum qualifications listed below before applying.

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Job SummaryMountain America Credit Union (MACU) is a financial institution with over $20 billion in assets with branches in the mountain west area. The VP of Fraud Management reports to the SVP of Data & Strategy. This role oversees the development and execution of strategy for MACU’s fraud management and operations including, prevention, analytics, investigations, recovery and support and leads efforts to protect credit union members and the organization from fraud in a rapidly changing environment while enhancing customer experiences.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

• Leads and develops direct reports to ensure the highest level of performance and competence of the Fraud Management and Operations team; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member.
• Leads team to achieve goals by directing strategic and operational activities for fraud prevention, analytics, investigations, recovery and support. Creates roadmaps and makes recommendations to improve products and member experience, reduce cost, generate income, create efficiencies, or mitigate risk. Drives a proactive approach to fraud management.
• Works with the senior leader responsible for Fraud to develop strategy for MACU’s fraud platforms, including rules, models, and detection systems, both internally developed and with vendor partners. Responsible for implementation, execution, and outcomes. Ensures the strategy minimizes false positives and negative impacts on legitimate transactions.
• Responsible for the development and utilization of advanced analytics techniques (machine learning, AI, etc.) to identify, mitigate and respond in real-time to fraud patterns, emerging threats, and trends.
• Remain current on developments in data management, data analysis, data visualization, behavioral profiling, machine learning and artificial intelligence as it relates to fraud prevention and fraud analytics. Oversees ongoing development and maintenance of fraud data environments.
• Leads strategy and execution for how fraud investigations and recovery efforts are conducted, leveraging internal and external partners resulting in positive member experiences that are efficient, minimize losses, and maximize recovery for customers and the organization.
• Ensures a culture of exceptional service and support for members and team members by monitoring, understanding, and delivering on support SLA’s, call metric goals, and satisfaction scores.
• Responsible for all vendor relationships and systems utilized for fraud prevention, analytics, investigations, recovery and support and negotiating and managing contracts.
• Oversight and development of projects and initiatives, carefully managing business case, scope, schedule, risks, issues, decisions, interdependencies, and interim milestones. Develop and maintain a culture of ownership, accountability, speed, and focus.
• Responsible for the management of robust dashboards and KPIs to track fraud prevention, investigations, recovery and support strategy effectiveness. Proactively communicate results to Senior Vice President responsible for Fraud Management and Operations and other executive leadership.
• Partners with leaders in Payments, Lending, Member Services, First and Second Line Compliance, and Technology to identify and mitigate emerging fraud threats. Responsible for strategy focused on fraud education and training to reduce fraud risk, increase efficiency, and improve member experience in matters related to fraud.
• Responsible for monitoring and complying with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to this role.
• Has ownership of ensuring compliance with all applicable Federal, State and regulatory laws and policies, and internal operating policies, procedures and audit standards. Responsible for responding to audit requests. Policies and procedures are documented and followed.
• Other duties as assigned.

EXPERIENCE

• Minimum 10 years in banking/financial services with expertise in fraud prevention to include a minimum of 7 years of progressive fraud analytics
• Minimum 7 years of progressive leadership experience

EDUCATION
Bachelor’s degree from an accredited institution in business, finance, economics, analytics, or related field. An additional four years of related experience may be substituted in lieu of a degree.

Licenses, Certifications, Registrations
Certified Fraud Examiner or other related certifications preferred.

Managerial Responsibility
Has supervisor/managerial responsibilities that are direct and through other leaders, typical with a subordinate group of 10 or more employees and multiple organizational and cross-functional teams. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for staff and applies company policy.

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel (including statistical add-ons).
• Experience with Power BI or other data visualization software.
• Extensive experience with fraud related systems and software.
• Experience and knowledge of data base query and analytics.

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing and through insightful reports and graphic illustrations.
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Excellent leadership and people development skills.
• Experience investigating application fraud, account take over, customer scams and mule activity while maintaining high quality customer service.
• Strong knowledge of risks associated with banking operations and fraud systems as well as industry best practices for a financial institution $20 billion in assets or larger.
• Demonstrated knowledge of state and federal regulations as they pertain to fraud.
• Strong business acumen and ability to interface with executive management.
• Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing, and through insightful reports and graphic illustrations.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Demonstrated ability to influence others, requiring a significant level of tact and trust.
• Adaptive to change, responds positively to altered circumstances or conditions. Takes initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams.
• Demonstrated ability to effectively present information to groups and appropriately represent Mountain America is public and media appearances.
   

PHYSICAL ABILITIES/WORKING CONDITIONS

Physical Demands

Able to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently

Able to stand, walk, kneel, and crouch occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.