Fraud and Disputes Manager

• Do you have a minimum of five years of experience with Fraud lifecycle?
• Do you have experience working with payment processing, authentication, anti-fraud and disputes systems and tools?
• Would you like to work at a collaborative organization that thrives on providing outstanding member service both internally and externally?

If so, we’d love to talk with you about Monterra Credit Union’s Fraud and Disputes Manager Position!

Located in the heart of the Bay Area, Monterra Credit Union is a community-centric and growth-oriented financial institution. We invest in the success of people and our community by giving back, making things easier, and committing ourselves to our members’ potential. Diversity, equity and inclusion are critical to our success, and we value the varied backgrounds and experiences that everyone brings to our organization. If you value collaboration, forward-thinking, and giving back, this just might be the place for you.

SALARY & BENEFITS

Monterra Credit Union reflects the value placed on employees by providing an excellent salary and benefits package:

• Starting pay of $100,000 - $110,000 per year depending on experience
• Semi-annual bonuses for meeting key financial and operational goals
• Medical, Dental, Vision, Life, and Long-Term Disability insurances
• 401(k) including generous matching contributions
• Discounts on financial products and services, including mortgage and auto loans
• Paid time off, tuition reimbursement, and much more!

POSITION SUMMARY

The position of the Fraud and Disputes Manager is responsible for designing, analyzing, and implementing fraud prevention mitigation strategies and card disputes while ensuring an appropriate balance between fraud risk and member experience within application, point of sale, and member contact.

PRIMARY RESPONSIBILITIES

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external staff and member(s) that is in alignment with our Brand Culture.
• Meet or exceed established service goals.
• Ensure thorough understanding of expectations and consistently exhibit Credit Union behaviors.
• Review member accounts through analysis for fraud or prevention of fraud by utilizing software such as, Visa Risk Manager, Visa Data Manager.
• Performs detailed analysis to detect trends, anomalies or patterns in transactions or relationships across a variety of data sources to determine liability, risk, sanctions, and/or impact of each case. Performs risk analysis and modeling as a precursor to building financial crimes strategies and models that directly impact Operating losses and indirectly impact Credit losses.
• Direct and supervise the operations of an organization’s fraud unit to ensure work efficiency and appropriate productivity resulting in regulatory requirements.
• Develop, implement and maintain policies, strategies, procedures, and associated training plans for fraud prevention.
• Serve as expert for all fraud areas in accordance with department and organization standards, policies, guidelines, regulations and controls.
• Discover and analyze fraud trends and assists with making process improvements and/or recommendations to Senior Leadership Team.
• Ensure that the organization has effective, up-to-date fraud practices.
• Work with other business units within the credit union related to fraud investigations, education and prevention.
• Ensure card disputes are handled in a timely manner while consistently providing high-quality service to both internal and external staff and members.
• Recommend new software tools and applications when necessary.
• Generate weekly, monthly, and ad hoc reports that include fraud and dispute trends and timelines to resolve.
• Provides service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by an employee 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 duties of the job, employee may be required to use frequent physical activities include sitting, standing, reaching, walking, talking, bending, and constant use of hands.
• Employee must occasionally lift and/or move up to 5 pounds.
• Employee may occasionally work overtime.
• These activities are not necessarily performed to the same degree and combination every day.

Apply Now for Consideration!

Monterra Credit Union is an Equal Opportunity Employer.

QUALIFICATIONS

• Must be able provide effective updates to and communicate initiatives to Senior Management with high level monthly reporting summary.
• Certified Anti-Money Laundering Specialist (CAMS) certification or Certified Fraud Examiner (CFE) is strongly preferred
• Experience with Visa DPS strongly preferred
• 3 to 5 years of experience with analysis and data mining in a risk management context.
• 2 to 3 years card services and operations experience are preferred.
• Associates’ or greater degree preferred or equivalent experience preferably in finance, accounting or business.
• Experience in writing and testing fraud rules preferred.
• Specific training on VISA Regulations and Regulations E is preferred
• 5+ years’ experience with fraud lifecycle; prevention, detection, recovery in cards, including risk management, fraud prevention with hands-on fraud investigation, fraud/payment operations or management.
• Experience working with payment processing, authentication, anti-fraud and dispute systems and tools or vendors.
• Management experience that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback.
• Strong problem-solving skills
• Excellent written & written communication skills, strong organizational skills.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Occasional travel may be expected.