Director of Fraud Operations (Remote)

As Director of Fraud Operations, you are responsible for building and developing the team responsible for Fraud Detection, Fraud Escalated Customer Support, and Fraud Investigations for Loans, Deposit, and Credit Card products. You will be accountable for ensuring team performance including efficient operations and meeting goals in service levels, recoveries, risk management, and compliance. You will actively work with your team to identify points of fraud exposure and vulnerability, balancing this against opportunities to reduce false positives. These points of exposure include onboarding, money transfers (ACH, funding via debit card), lending, card transactions, check deposits, ATO, and others.

• Build, scale, and lead a world-class Fraud Operations team for loans, deposits, and card across internal and outsourced (BPO) team members to maximize the customer experience while combating fraud.
• Deliver outstanding team performance through talent acquisition, associate development, and inspiring leadership.
• Establish and track OKRs and KPIs for Fraud Operations including a daily understanding of queue sizes, loss trends, and other dashboards to adjust the team priorities in real time.
• Ensure loss recovery, disputes management, detection service levels, and customer support service levels are met.
• Ensure operational excellence through process and controls design, procedure adherence, and quality assurance.
• Identify risk factors and trends of potentially fraudulent activity, including the development of trend reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity
• Build and maintain programs that incorporate best practices and adhere to applicable regulations including, Suspicious Activity Reports, Red Flags, Identity Theft Protection Program, etc.
• Forecast staffing needs to align with the fraud roadmap set by the ED of Fraud Strategy.
• Report on fraud team performance to senior executive leadership on a regular cadence.
• Recommend and drive long-term, strategic initiatives, and projects in support of minimizing fraud losses while providing a positive user experience
  

• 10+ years working in fraud roles, with 7+ years in people management directly managing Fraud Operations teams
• Experience in regulated financial services, with review of such activities as payments (ACH Debit etc), P2P money movement, disputes, chargebacks, AML, and compliance frameworks such as KYC/CIP
• In-depth knowledge of the financial services/banking regulatory environment: FACT Act, Bank Secrecy Act, Suspicious Activity Reporting (SARs), Reg E, FINRA/SEC, etc.
• Ability to multitask and prioritize for both you and your team, while maintaining flexibility to resolve urgent or business critical issues
• Curiosity and a keen drive to investigate and challenge Jenius' defenses, always preparing for a new attack vector or fraud scheme and never being satisfied with the status quo
• Must be able to deal with ambiguity, effectively cope with change, and shift gears comfortably
• You have strong leadership and supervisory skills with a passion for preventing fraud and mitigating risks
• Mentor to your team, working to develop them while holding them accountable, providing current, direct, complete and actionable positive and constructive feedback to your team and peers
• Sets clear objectives and controls to measure performance, monitor risks, and deliver results
• Data driven with the ability to derive your own answers from large data sets, as well as the ability to work strategically and steer the business vision with Product Operations and Data Science teams