Fraud Mitigation - Assistant Manager, Fraud Support

Job Summary

The Assistant Manager, Fraud Support plays a critical role in supporting fraud prevention and response across branches and the Contact Center. Reporting to the Manager, Fraud Prevention & Detection, the Assistant Manager, Fraud Support will be responsible for overseeing a team of Fraud Support Specialists, serving as a subject matter expert, mentor, and escalation point for complex situations involving fraudulent items or individuals. Leads by example with patience, education, and insight.

Essential Functions

• Manages, coaches, and supports the Fraud Support team to achieve individual, department, and OnPoint goals. This is done through coaching, providing feedback, training, and consistent communication of current/new policies and procedures.
• Serves as the escalation point for complex fraud situations or scenarios from the branches or Contact Center around membership, account or person-level fraud, collaborating with internal stakeholders and members to ensure timely and effective resolution, taking over communication directly with members as appropriate.
• Provides guidance to branch and Contact Center personnel on complex fraud-related inquiries and operational procedures.
• Reviews and provides oversight to the team’s risk assessments, determinations, and actions taken to stem monetary loss or further investigate root cause, providing support and guidance for complex situations. Analyze accounts and situations for risk assessment, making determinations if fraudulent activity exists or has the potential to occur, and take appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause.
• Oversees daily case workflows of the team, ensuring timely triage and resolution, maintaining documentation of actions taken.
• Collaborate with Fraud Analysts and Fraud management to review metrics and trends, using insights to recommend and implement procedural changes to improve operational efficiency and fraud detection.
• Identifies, communicates and addresses fraud trend awareness, and may assist with fraud training needs of branch and Contact Center staff.
• Ensure compliance with all state and federal rules and regulations affecting area of responsibility. Apply OnPoint’s procedural guidelines with the ability to balance protecting OnPoint with exceptional member experience. Inclusive of all regulations, but focused on Reg E, Reg Z, Reg CC, BSA, UDAAP, applicable IRS, Federal Reserve and NACHA rules.
• Performs additional duties as required for the overall success of the Fraud teams and OnPoint.
  
  

Knowledge, Skills & Competencies

• Working knowledge of OnPoint products and services, thorough knowledge of fraud review processes and actions. Ability to quickly adopt and support frequent updates and changes.
• Ability to model excellent member service behaviors and the ability to coach others in this area
• Proficient in identifying, analyzing, and solving complex situations or problems. Ability to act in a decisive way to achieve results.
• Demonstrate leadership skills to support, lead, and motivate others to complete all work assigned and perform their best.
• Knowledge of the computer system and applicable software programs.
• Strong knowledge of regulatory requirements and current credit union policy and procedures.
• Strong professional verbal/written communication skills.
• Ability to use positive communication techniques to effectively resolve complex situations, both orally and in written formats.
• Leadership ability to motivate and earn the trust of staff and reflect confidence in direction.
• Highly proficient and creative at problem resolution.
• Ability to take initiative within appropriate authority.
• Ability to work well within a group and individually with minimal oversight.
• Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members.
  
  

Minimum Qualifications

• High school diploma or GED required, four-year college degree or equivalent experience preferred.
• Minimum 4 years of fraud or risk review or applicable experience required. Experience across lending, credit card, or deposit products a plus.
• Minimum 3 years financial industry experience required.
• 5 years of member service or applicable experience preferred.
• 1-2 years of previous management/supervisory/team lead experience a plus.
  
  

OnPoint Community Credit Union is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.