What are the responsibilities and job description for the Fraud Manager position at FIRST SERVICE CREDIT UNION?
Role:
Provide direct leadership and supervision to the Fraud Analyst team within Back Office Operations. Oversee all non-card fraud detection, investigation, dispute resolution, and loss-mitigation activities across Digital Banking, ACH origination, wire transfers, internal member-to-member transfers, Remote Deposit Capture (RDC), bill pay, and other electronic channels. Ensure 100% regulatory compliance with Regulation E, NACHA Operating Rules, UCC, FFIEC guidance, and internal policies while minimizing financial losses and delivering exceptional member experience. Monitor and identify emerging fraud activity, implement preventive measures, prepare executive-level fraud reports, serve as the primary liaison with law enforcement and vendors, and maintain current expertise through ongoing external training.
Essential Functions & Responsibilities:
Supervise, coach, and develop the Fraud Analyst(s). Responsibilities include hiring, training, scheduling, performance reviews, quality assurance reviews of investigations/disputes.
Oversee daily fraud operations for fraud coming in via non-card channels: ensure all alerts, disputes, and cases are actioned within required SLAs and regulatory timelines
Monitor team performance metrics (loss rates, recovery rates, alert response times, dispute win/loss ratios, provisional credit accuracy).
Continuously improve fraud detection and prevention: analyze emerging trends, recommend and implement rule changes in Verafin, Bioctach, digital banking platforms, and core fraud tools; coordinate testing and rollout of new detection strategies
Act as primary liaison with IT Security, Deposit Operations, Card Services, Compliance, and external partners (Visa, Pulse, Verafin, law enforcement) on non-card fraud-related matters, data compromises, and mass reissuance events
Perform other duties as assigned and remain current on evolving fraud typologies and regulatory changes.
Performance Measurements:
- Fraud team achieves 100% compliance with all regulatory timelines (Reg E, NACHA, UCC, network rules) with zero monetary penalties or exam findings. Combined non-card fraud loss rate and net loss ratio meet or fall below annual budgeted targets.
- Team dispute win/loss and recovery rates consistently meet or exceed industry benchmarks.
- Proactive rule enhancements and process improvements result in measurable year-over-year reduction in fraud attempts or losses.
- Accept individual accountability and responsibility for success of FSCU which includes meeting assigned goals/ projects.
Knowledge and Skills:
Experience: Three years to five years of similar or related experience.
Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
Interpersonal Skills: Strong leadership and coaching skills; frequent contact with staff, senior management, members (in distress), law enforcement, and regulators. Must excel at motivating teams during high-pressure events while maintaining professionalism and empathy.
Other Skills: Expert knowledge of Regulation E, NACHA Operating Rules, UCC, Visa/Pulse operating regulations. Advanced proficiency with fraud platforms, digital banking systems, ACH/wire platforms, and core processing systems. Proven ability to analyze fraud data, identify trends, and implement effective detection/prevention strategies. Excellent decision-making, prioritization, and project management skills in a fast-paced environment. Strong written and verbal communication skills for executive reporting and member correspondence.
Physical Requirements: Standard office environment; occasional extended hours during major fraud events or compromises.
Work Environment: Professional office setting with the need for calm, decisive leadership during crisis situations.