Fraud Client Services Manager

Description

The Fraud Client Services Manager is a subject matter expert in fraud management, risk mitigation, and regulatory compliance. They will lead the team ensuring it operates in accordance with the approved and outlined SLAs and KPIs. They will also drive improvements in processes and manage high-level risk areas. You will actively work with your team to identify points of exposure and vulnerability, balancing this against opportunities to reduce false positives and create a positive customer experience. This role will also provide customer service for escalated fraud issues.

This position is responsible for reporting fraud risks and exposures to senior management and line of business partners, ensuring appropriate actions are taken to ensure a consistent process for all fraud investigations and recovery efforts. Maintain quality standards throughout the intake, investigation and closeout of all fraud alerts and cases.

Essential Functions

* Manage fraud detection and prevention opportunities (alerts and cases) through Verafin and various fraud reports to include but not limited to account takeovers, identity theft, debit card fraud, check fraud, ACH fraud, and elder exploitation.

* Analyze fraud trends (includes all channels: in-branch, paper check, digital, and cyber) with check/ACH/wire transfer/online banking fraud to assist in the development and implementation of policies and procedures aimed at minimizing fraud losses.

* Maintain compliance with all related regulations (BSA, SOX, etc.) through providing appropriate data for Suspicious Activity Reports. Work with local, state and federal agencies as needed with investigations.

* Evaluate the quality of the team's performance through the use of personnel observation, job simulation, quality control/assurance practices, productivity analysis and trend reporting.

* Support and maintain internal policies, procedures, and customer communications to support department, Bank, and corporate objectives. Partner with LOBs to ensure information is updated and accurate.

* Partner with Financial Crimes to deliver continued education, training, and provide developmental opportunities to new and current fraud team members and operational processes, link analysis, best practices, and performance objectives.

* Partner with Financial Crimes to develop external customer education on current and industry fraud trends.

* Assist the team as needed with investigations by conducting interviews, documenting case notes, assist with the recovery of losses, and partnering with other teams (Legal, Compliance, AML) as needed to facilitate the closeout of cases.

* Ensure effective deployment of staffing and scheduling in a fast-paced, high volume, ever-changing environment to maintain service levels.

* Establish clear guidelines for evaluating the legitimacy of fraud reports and prioritize the based-on risk severity.

* Recommend cost-effective approaches to integrate technology into the workplace to improve or streamline processes, keep informed of new developments and ideas which could impact Northwest.

* Drive long-term, 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

* Prior experience in implementing a new case management system and supporting the converting to new systems.

Additional Essential Functions

* Ensure compliance with Northwest's policies and procedures, and Federal/State regulations

* Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

* Work as part of a team

* Work with on-site equipm