Fraud Services Team Lead

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

SUMMARY

The Fraud Services Team Lead supports the Banking Fraud Prevention Manager by overseeing the daily workload and supervision of a team of fraud analysts, ensuring all fraud alerts are reviewed and resolved promptly and accurately. This role involves conducting and documenting fraud investigations related to ACH, Wire, Check, Collections, and Online Account Takeover fraud. The Team Lead continuously reviews fraud trends, false positives, and detection rates to recommend improvements to the bank's fraud detection system. The role involves the handling of fraud cases that are more complex and ambiguous in nature.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises a team of fraud analysts to ensure effective detection, investigation, and prevention of fraudulent activities.
• Investigates, analyzes and documents details regarding suspected fraudulent activities. Maintains detailed and accurate records to support the findings of the investigations and submits required suspicious activity reports, as appropriate.
• Leads the Fraud Management process with the right balance of customer and risk focus with a goal of mitigating bank losses while not losing sight of unnecessary customer friction.
• Monitors and analyzes payment transactions for potentially fraudulent and/or anomalous activities using various systems and tools.
• Identifies gaps in internal processes and systems and drives solutions to minimize losses while balancing customer friction.
• Provides training and support for team members and may handle escalated customer and/or financial center inquiries.
• Oversees and handles fraud cases that may be more complex and ambiguous in nature. Provides subject matter guidance and direction to other fraud analysts to help drive effective case management and resolution.
• Performs analysis of historical activities and recommends adjustments to fraud filters to improve false positive and overall fraud detection rates.
• Supports the Fraud Manager and Senior Payments Manager with ongoing reporting of fraud statistics, KPIs and KRIs.
• Engages with Business Financial Center Service Managers and other key stakeholders across the bank to address thematic fraud issues; recommends topics and information to be shared with customers for educational and awareness purposes.
• Reviews, researches, and resolves fraud alerts for various payment types including, but not limited to, check, ACH, or Wire transactions.
• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibilities. Supervises a team of Fraud Analysts to ensure effective detection, investigation, and prevention of fraudulent activities. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations and interpret and draw bar graphs.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER & SOFTWARE SKILLS

• Proficient in Microsoft Office Applications
• Verafin (or other fraud monitoring systems) (2+ years)

CERTIFICATES, LICENSES, REGISTRATIONS

The following certificates are preferred, but not required:

• Certified Fraud Examiner (CFE)
• Certified Anti-Money Laundering Specialist
• Accredited ACH Professional (AAP)
• National Check Professional (NCP)

OTHER SKILLS and ABILITIES

• Advanced knowledge of applicable laws, regulations, financial services, and regulatory trends
• Effective written and verbal communication skills
• Strong analytical, problem-solving, and negotiation skills

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to fifty (50) pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually moderate.

Salary Range:$62,783.00 To $87,896.00 Annually