Fraud Operations Manager

The Fraud Operations Manager will lead a high-performing first-line fraud operations function to protect customers,
minimize fraud losses, and meet regulatory expectations. This role is responsible for establishing and scaling a customerand
employee-facing fraud contact center, implementing fraud triage and investigation processes and procedures, setting
performance expectations and monitoring frameworks, and partnering closely with Fraud Governance, Fraud Technology,
and cross-functional business partners to balance fraud loss risk with regulatory obligations and customer experience.
This leader will also provide coaching, performance management, and professional development for a growing team.

Establish & Lead a Fraud Contact Center (Customer & Employee-Facing)

• Establish a scalable, multi-channel fraud contact center (phone, secure messaging, email/chat) for
  inquiries, fraud reports, education, and escalations.
• Develop staffing models, workforce management schedules, and coverage plans to meet SLAs.
• Define triage flows for all types of suspected fraud, including check, ACH/Wire, card, ID theft, account
  takeover, P2P, and scams.
• Create escalation paths for complex cases and high-risk events (elder financial exploitation, mule activity,
  business email compromise).
• Implement QA/monitoring processes to ensure consistency, compliance, and excellent service in
  communications with customers and employees.

Implement Fraud Processes & Procedures

• Design and maintain end-to-end procedures for intake, authentication, evidence collection, investigation,
  decisioning, and remediation for all fraud types.
• Standardize customer communications with compliant, plain-language templates.
• Build the control environment, including identity verification, call authentication, and callback procedures.
• Ensure procedures properly identify types of fraud involved to meet applicable timelines.

Establish Performance Expectations, Metrics & Monitoring

• Define operational KPIs such as: Average Speed of Answer (ASA), Abandon Rate, Alert
  Acknowledgement, Case/Dispute Aging, Time-to-Final Decision, Quality Scores, Agent
  Occupancy/Utilization, and Fraud Loss per Account/Transaction.
• Build operational dashboards and regular performance monitoring reports.
• Implement QA scoring, side-by-sides, calibrations, and coaching loops to drive continuous improvement.
• Monitor fraud typologies, loss trends, and controls performance.
• Coordinate incident response for fraud spikes (e.g., BIN/merchant attacks, check fraud rings).
  
  

Program Ownership & Cross-Functional Partnership

• Coordinate with Fraud Governance, Legal, and other cross-functional business partners to align on
  regulatory interpretation and customer treatment.
• Ensure adherence to applicable regulations and network rules (e.g., Reg E timelines and error resolution,
  Reg Z chargebacks, NACHA/ACH rules, card network chargeback programs, etc.).
• Draft, review, and maintain policies, standards, and procedures.
• Support audits, issues management, and regulatory exams.
• Prepare business cases for control enhancements and fraud reduction initiatives, balancing loss
  mitigation with customer experience and compliance.

People Leadership

• Lead a high-performing team of fraud agents and investigators.
• Foster culture of accountability, transparency, and continuous improvement.
• Provide coaching, performance management, and professional development.

• Bachelor's degree or higher preferred
• Experience: Minimum of 10 years’ work experience in contact center, preferably in banking or financial services,
  with 5+ years’ experience handling fraud or related investigations
• Strong background in contact center leadership
• Knowledge of banking systems and processes, regulations and guidelines related to fraud
• Experienced in handling competing priorities, managing concurrent tasks and initiatives in a fast-paced
  environment
• Works independently with minimal oversight, taking full ownership of deliverables
• Collaborates effectively with colleagues across the institution
• Excellent analytical, communication, and problem-solving skills Preferred Skills:
• Strong understanding of fraud typologies, fraud operations, and fraud technology platforms
• This position manages employees and is responsible for coaching, development, and performance
  management of those employees.

• Must be able to pass a criminal background & credit check
• This is a full-time, non-remote position

FLSA Status: Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.