VP, Fraud Investigations and Support Manager (Remote)

JOB SUMMARY:

As the Vice President, Fraud Investigations and Support, you are responsible for building and developing the team necessary to investigate fraud as it pertains to our platform, products, and services while enabling legitimate customers to enjoy the Jenius platform with fewer restrictions.  You will leverage your knowledge and relationships in financial services by working with other financial institutions to recover funds.  The Vice President, Fraud Investigations and Support  will also provide customer service for escalated fraud issues.  They will be responsible for managing a growing team, its associated KPIs, and the systems and tools used for these investigations. You will actively work with your team to identify points of exposure and vulnerability, balancing this against opportunities to reduce false positives. These points of exposure include banking, lending, credit card, customer onboarding, transactions, money transfers, check deposits, ATO, and others. 

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Build, scale, and lead a world-class Fraud Investigations and Support team across internal and outsourced (BPO) team members
• Establish and track KPIs and OKRs for Fraud Investigations and Support including management routines and scorecards 
• Report on fraud team performance to executive leadership on a regular cadence
• Maintain a daily understanding of queue sizes, loss trends, and other dashboards to adjust the team focus and/or rules accordingly
• Identify risk factors and trends of potentially fraudulent activity, including the development of trend reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity
• Forecast staffing needs to align with the fraud roadmap 
• Actively seek Fraud and Risk trends through both team feedback and data analysis, and provide feedback to adjust fraud strategies.
• Define and establish policies and procedures for fraud review, as well as partner with Customer Care to establish similar policies and procedures around fraud interactions
• As Fraud SME and advisor to Customer Care, build and maintain programs that incorporate best practices and adhere to applicable regulations: Red Flags, Identity Theft Protection Program, etc.
• Partner with AML/BSA and Compliance, Membership, and Onboarding, Data Science, and Product teams on continuous improvement
• Support core, banking, lending, and credit card platforms on trends, investigations, escalations, and policies and procedures
• Handle and provide guidance on escalations; engage Legal, Compliance, AML, and other teams as needed
• Drive long-term, strategic initiatives, and projects in support of minimizing fraud losses while providing a positive user experience
• Motivate, coach, and reward teammates in areas such as Quality, Customer Satisfaction, Resolution, Adherence, Attendance, and other Key Performance Indicators
• Execute performance management process for the team by preparing and delivering monthly and annual performance reviews
• Address performance concerns in a timely manner by following the disciplinary process which will include writing and delivering corrective actions and recommending employee separations
• Conduct regular 1:1s with employees to set and reinforce expectations, coach, develop, motivate and maintain relationships of trust and cooperation
• Evaluation and recommendation of investigative tools used in the course of fraud review, including staying abreast of offerings and competitive landscape in the area

POSITION SPECIFICATIONS:

• 7+ years working in fraud roles, with 5+ years in people management directly managing Fraud Investigations teams
• A proven record of successful fraud recoveries
• Experience in providing support directly to end customers
• Experience in regulated financial services, with review of such activities as payments (ACH Debit etc), P2P money movement, disputes, chargebacks, AML, and compliance frameworks such as KYC/CIP
• A proven record of timely and quality SAR submissions
• In-depth knowledge of the financial services/banking regulatory environment: FACT Act, Bank Secrecy Act, Reg E, etc.
• Experience with credit bureau reporting and dispute facilities and processes, including e-OSCAR, ACDVs, and the Metro 2 reporting format
• Familiarity with fraud rules, their use to support a fulsome transaction/user monitoring program, and experience actively managing a ruleset with this objective
• Ability to multitask and prioritize for both you and your team, while maintaining flexibility to resolve urgent or business critical issues
• Must be able to deal with ambiguity, effectively cope with change, and shift gears comfortably
• You have strong supervisory skills and a passion for preventing fraud and mitigating risks
• Curiosity and a keen drive to investigate and challenge Jenius’ defenses, always preparing for a new attack vector or fraud scheme and never being satisfied with the status quo
• Mentor to your team, working to develop them while holding them accountable, providing current, direct, complete and actionable positive and constructive feedback to your team and peers
• Sets clear objectives and measures work, monitors process, progress and results
• Data driven with the ability to derive your own answers from large data sets, as well as the ability to work strategically and steer the business vision with Product, Operations, and Data Science teams