FRAUD AND DISPUTES MANAGER

POSITION TITLE: Fraud and Disputes Manager

DEPARTMENT: Finance

CLASSIFICATION: Exempt

APPROVED BY: CEO

WAGE GRADE: 14

BEGINNING SALARY: $92,369.06

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Vice President – Risk Management

POSITIONS SUPERVISED: Risk Management Specialist I, II and III

POSITION PURPOSE

The Fraud and Disputes Manager is responsible for developing and managing strategies to prevent, detect, and address fraud while ensuring efficient dispute resolution processes and compliance with all regulatory requirements. This role involves analyzing fraud trends, resolving disputes promptly and accurately, and implementing best practices to mitigate risks, minimize financial losses, and enhance member satisfaction.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Responsible for Fraud Prevention and Detection.

• Develop, implement, and maintain robust fraud prevention strategies, policies, and procedures.
• Monitor fraud trends and conduct detailed analyses to identify and mitigate potential risks.
• Collaborate with cross-functional teams to enhance fraud detection tools, systems, and processes.
• Lead investigations into fraudulent activities and implement corrective actions to minimize financial losses.

Responsible for Dispute Management.

• Oversee the end-to-end management of member debit card and ACH disputes, ensuring timely, accurate, and compliant resolution.
• Review and resolve escalated disputes while maintaining efficiency and precision.
• Ensure proper documentation and clear communication with stakeholders regarding dispute outcomes.
• Analyze dispute trends to identify opportunities for improvement and enhance member experience.

Responsible for ensuring Regulatory Compliance.

• Ensure all fraud prevention and dispute resolution activities comply with applicable federal and state regulations, including but not limited to Regulation E, BSA, AML, GLBA, and elder abuse laws.
• Stay current on regulatory updates and make necessary adjustments to policies and procedures.
• Partner with law enforcement agencies, vendors, and financial institutions when required.

Responsible for effective communication and coordination with credit union management.

• Create and deliver presentations for management, providing insights into fraud trends, dispute metrics, and key performance indicators.
• Use data analysis to propose and implement process improvements for fraud prevention and dispute resolution.

Assumes responsibility for team management.

• Lead, mentor, and develop a team, fostering a culture of collaboration and continuous improvement.
• Provide ongoing training and development opportunities to enhance team expertise in fraud prevention and dispute resolution.

Assumes responsibility for related duties as required or assigned.

• Lead special projects or initiatives related to fraud prevention and dispute resolution as assigned.
• Conduct audits and reviews as needed to ensure adherence to policies and identify areas for enhancement.

PERFORMANCE MEASUREMENTS

• Problem solving and critical thinking with attention to detail and accuracy.
• Operational procedures and policies are appropriately assessed and suggestions for improved systems and controls are made.
• Good working relations exist with departments.
• Effective working relations exist with personnel. Assistance and support are provided as needed.
• Management is appropriately informed of area activities and of any significant problems.
• Required reports are accurate, timely, and informative.