AVP – Fraud Operations

AVP – Fraud Operations

Requirements

• Bachelor’s Degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 10 years of experience developing strategies and managing major initiatives within a complex matrixed environment pertaining to: Fraud operations, to include prevention, detection and/or investigative aspects of fraud and/or Bank operational risk, to include credit risk, regulatory adherence, funds availability, and/or model development within a financial services organization.
• 6 years of relevant experience in a large financial institution in a supervisory role within a financial crimes or fraud operations department.
• 6 years of people leadership experience in building, managing and/or developing high-performing teams.
• Demonstrated experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
• Strong written and verbal communication skills, including the ability to communicate technical analyses to a non-technical audience.
• Extensive knowledge of bank laws and regulations related to money movement and/or payments, including Reg E, Reg CC, UDAAP, FACTA, and Reg Z.
• Knowledge of federal laws, rules, and regulations to include: Reg CC and Reg E.

Responsibilities

• Accountable for the design, execution and implementation of USAA’s fraud operations organization and strategy, considering USAA’s broader business strategy and complex regulations and supervisory expectations, including how they apply in a matrixed environment.
• Accountable for operating within established fraud policies and guidelines, in accordance with applicable laws, regulations, compliance policies and procedures, and supervisory guidance, including those related to consumer protection.
• Responsible for the management of existing and emerging risk, compliance, and control issues in the operating environment, concurrent with implementing actions to mitigate business impact.
• Responsible for developing and implementing processes to enhance the member complaint process for members, who have been impacted by fraud.
• Develops and implements Member education and awareness programs.
• Accountable for driving efficiency, automation and straight through processing to benefit the member and support an efficient operation.
• Drives achievement of Member service and performance metrics through the deployment of effective optimization tactics. Develops and implements industry-leading Member needs assessment processes; ensures development and adherence to a robust feedback loop.
• Accountable for the development, implementation and execution of enterprise-wide fraud processes, tools and technologies that enhance customer experience, optimize customer education, and ensure seamless recovery efforts and fraud loss mitigation.
• Communicates effectively, collaborates with, influences, and informs senior leaders including risk management, enterprise compliance, and internal audit on matters pertaining to fraud threats, risks and mitigation initiatives.
• Promotes, facilitates, and sponsors fraud opportunities in support of major improvements to processes and systems.
• Accountable for the teams that identify, measure, track and control fraud violations for the enterprise and reports fraud risks to executive leadership in a manner that meets compliance and regulatory requirements.
• Briefs senior management on member trends, reputational risks, action plans and resolution pertaining to fraud claims and activity.
• Builds and oversees a team of employees through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Preferred Qualifications

• Experience with transforming a business unit to simplify processes and deliver stronger outcomes
• Prior experience with presenting to and interacting with bank regulators inclusive of examinations and routine updates
• Direct experience with implementing and/or optimizing Resource/Location Strategy and Performance Management Program for Detection Operations
• Demonstrated experience leading a large-scale Fraud Operations organization that includes managing both Inbound/Call Center and outbound alerts.