AVP Fraud Operations Manager

Position Purpose: The Assistant Vice President of Fraud & Dispute Management will proactively lead our fraud prevention, detection, and response efforts. This role plays a critical part in safeguarding the bank’s assets and customers by managing core fraud functions including Regulation E disputes, card-provided fraud, checks and ACH fraud programs, WSUD (Write/Stop/Unauthorized Debit) reviews, Wire fraud detection, and Zelle fraud oversight. The ideal candidate will have strong technical knowledge, excellent investigative skills, and the ability to lead cross-functional efforts in a fast-paced environment.

Essential Duties: 

Fraud & Dispute Management

• Lead and manage the Regulation E dispute resolution process, ensuring timely, accurate research and responses in compliance with federal requirements.
• Oversee card-provided fraud operations, including detection, monitoring, case resolution, chargeback processing, and merchant disputes.
• Manage check fraud programs including affidavit processing, item review, fraud detection alerts, exception handling, and coordination with internal/external partners.
• Oversee ACH fraud programs including Write/Stop/Unauthorized Debit (WSUD) handling, unauthorized transaction reviews, and return/adjustment processing.
• Provide oversight of wire transfer fraud detection, investigation and documentation
• Lead monitoring and investigative oversight of Zelle, P2P, and other real-time payments to identify suspicious activity and manage resolution workflows.
• Review ACH origination activities, threshold monitoring, and suspicious pattern detection to mitigate risk.

Systems & Tools

• Utilize core banking systems and fraud platforms, including Jack Henry SilverLake and YellowHammer, to review checks, ACH activity, and fraud alerts.
• Recommend system configurations or process improvements to reduce fraud exposure and improve operational efficiency.
• Partner with IT and operations teams on implementation of new fraud detection tools, rule sets, and automation where appropriate.

Risk, Compliance & Reporting

• Maintain thorough knowledge of applicable laws, regulations, and industry standards (e.g., Regulation E, UCC, and NACHA considerations related to fraud).
• Prepare and deliver regular internal reports on fraud trends, KPI metrics, loss data, and program effectiveness.
• Assist with internal/external audits, regulatory exams, and quality control reviews.
• Serve as a subject matter expert supporting policy development, updates, and training materials.

Internal Collaboration & Training

• Collaborate with Customer Service, Operations, Risk, Compliance, and Relationship Management teams to ensure consistent fraud mitigation practices.
• Provide ongoing training and awareness efforts to internal teams on fraud categorization, red flags, and prevention best practices.
• Act as escalation point for complex investigations and customer inquiries requiring senior oversight.

Training:

• Cash Management System

• ACH Origination
• Online Wire Origination
• Remote Deposit Capture System
• Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• Bank Secrecy Act
• Privacy Act
• Other compliance training as assigned

Communication (Requirement to communicate orally and verbally):

• This position requires well-refined verbal and written communication skills to effectively support and service the Treasury Management Services outlined above.  The position may be asked to provide periodic reports to management regarding program success and updates.

Supervisory Responsibility:

• Yes

Required Qualifications

• Minimum 3 years of experience in fraud management, dispute resolution, or related banking risk area.
• Strong working knowledge of Regulation E, check and ACH fraud practices, wire fraud, WSUD handling, and card fraud lifecycle.
• Experience with Jack Henry SilverLake and YellowHammer preferred.
• Demonstrated ability to lead investigations, make sound decisions, and present findings to leadership.
• Excellent analytical, communication, and organizational skills.
• Proficiency with fraud detection tools, data analysis software, and banking operations systems.
• Strong customer focus with ability to balance risk mitigation and service quality.

Preferred Qualifications

• Prior leadership or supervisory experience.
• Certifications such as Accredited ACH Professional (AAP), Certified Fraud Examiner (CFE), or similar.
• Experience at a community bank environment or mid-sized financial institution.