If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal .

This position is a hybrid work model and can be located at our Billings, MT and Sioux Falls, SD Downtown branch.

What’s Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That’s why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Student debt employer repayment program.
• 401(k) retirement plan with a 6% match.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve, and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY

The Fraud Operations Team Lead is responsible for overseeing the day-to-day activities of the credit card fraud team, ensuring the effective detection, investigation and resolution of credit card fraud cases while striving for a positive client experience.

This role is heavily focused on operational efficiency, process optimization and ensuring that all fraud-related activities adhere to established policies and procedures.

The Team Lead must have significant experience in dispute management to ensure regulatory compliance and network requirements are met.

As a Team Lead, people management and leadership is a critical requirement. This individual is charged with creating a positive and productive work atmosphere to help develop and partner for risk mitigation in an evolving environment.

Outstanding client support and engagement to resolve complex and difficult issues is expected.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.

• Manage and participate in the daily operations of the fraud team, ensuring that all team members are executing their duties efficiently and in line with company policies.
• Assign and monitor the workload of fraud team to ensure timely and accurate investigation of fraud cases and fraud related processes.
• Conduct regular team meetings to review performance metrics, discuss challenges, and provide updates on operational changes or new fraud trends.
• Provide real-time coaching and support to team members, ensuring adherence to best practices in fraud detection and case management.
• Oversee the operational workflows for fraud detection and case management and other risk related reviews for credit cards, identifying areas for process improvement and implementing changes as needed.
• Develop and maintain standard operation procedures (SOPs) for all fraud-related activities, regularly reviewing and updating them to reflect changes in fraud patterns or regulatory requirements.
• Work closely with the Compliance, Fraud and Enterprise Risk teams to ensure all operational procedures are aligned with regulatory requirements, risk management strategies and to ensure quality control measures are being followed.
• Ensure accurate and timely documentation of all fraud cases, including case details, investigation findings and resolution actions.
• Prepare and distribute reports to management regarding fraud activities the caseloads, operational performance, and key risk indicators.
• Ensure that all fraud and billing dispute investigations are completed within specified timelines and in compliance with regulatory requirements.
• Independently determine if transactions are fraudulent and take appropriate action(s); including escalating any fraud issues to the appropriate department manager or investigative unit.
• Collaborate heavily with Financial Crimes & Enterprise Risk Management for case investigations, control breakdowns, and accurate SAR reporting.
• Act as the primary operational point of contact for escalated fraud cases, providing guidance and decision-making support on complex issues to the team while ensuring compliance with regulations and audit standards.
• Communicate with cardholders, team members, business lines, merchants, brand networks, other financial institutions, or other resources to validate information and / or transaction(s) and provide guidance on mitigation or recovery steps.
• Develop relationships and supports card fraud awareness for training, guidance and communication to ensure business line and banker awareness of evolving fraudulent activities and best practices during the client journey with fraud.
• Works with business lines and leadership to recommend and drive process improvements, regulatory compliance, and quality control.
• Assists with special projects where skill, knowledge and expertise are needed.

QUALIFICATIONS

To perform the 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 & EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university and a minimum of five (5) years’ of experience in banking, fraud & risk management or related profession;

or equivalent combination of education and experience. Experience with Financial Crimes-related regulations and investigative experience with fraud is preferred.

• Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees and clients.
• Familiarity with fraud, payments and case management methods / tools.
• Ability to quickly identify, measure and execute process improvements.
• A results-oriented mindset with the desire and ability to push through obstacles to achieve goals.
• Ability to engage with diverse stakeholders to achieve a common vision.
• Track record of strong time management skills and ability to prioritize and drive efforts independently.
• Experience influencing and inspiring a team to take on a challenge or initiative to optimize daily operations and continually mitigate risk.
• Strong interpersonal and communication skills, and ability to effectively interact with people while working independently.
• Exceptional client focus. Must ensure clients stays at the center of fraud management and risk changes.
• Excellent organizational skills and detail oriented.
• Ability to make judgments based on information provided.
• Ability to work and complete tasks with minimal direct supervision.
• Ability to maintain high level of confidentiality.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.

Ability to respond to common inquiries of complaints of customers, regulatory agencies, or members of the business community.

Ability to write speeches and reports. Ability to effectively present information to top management, public groups and / or boards of directors.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability, statistical correlation, validity and inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms;

and talk or hear. The employee frequently is required to walk, sit, and climb or balance. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal .

Last updated : 2024-08-24