CARDS AND FRAUD MANAGER

Description

General Summary

The Cards and Fraud Manager is responsible for reviewing Credit Union processes, claims, documentation and/or files to ensure compliance with internal credit union requirements and/or agency or governmental regulations that best serve the credit union and its members. The Manager advises the management team of trends in process implementation and makes recommendations for error correction, staff training and process efficiency as it relates to fraud and card services.

Essential Functions:

Cards

• Responsible for implementing and overseeing a comprehensive credit union cards program including, but not limited to, card stock inventory and distribution to branches, Mastercard reporting, other regulatory reporting, dispute processing, and implementing process efficiencies. 
• Manage the daily activities of the Credit Union's MasterCard Credit and Debit card programs, both consumer and business. 
• Develop and implement MasterCard Credit and Debit card operations policies and procedures ensuring they meet federal, state, and regulatory guidelines
• Ensure MasterCard Credit and Debit card operations adhere to the Credit Union's financial and business strategies
• Manages Mastercard Analytics Platform to access key insights to card portfolio performance and providing this information to Senior Leadership.  
• Reviewing and maintaining Mastercard billing invoices, daily settlement deadlines and reporting requirements as mandated by Mastercard. 
• Identify card trends for potential risk exposure and collaborate with the Fiserv Risk Office Analyst to mitigate fraud losses. 
• Represents the Credit Union in meetings with Mastercard, Fiserv EFT, Fiserv Risk Office and other vendor or business professionals associated with card processing and plastic production.
• Responsible for notifying CU staff of any card production delays, card processing outages and all other impacts that involve card daily performance.  

Fraud

• Work closely with training staff and supervisors to stay on top of changes, provide quality feedback and identify trends and areas of improvement.
• Ensure credit union risks related to fraud are assessed and managed/mitigated to acceptable tolerance levels
• Oversee and coordinate investigation of fraudulent and dispute activities to determine the best course of action in minimizing losses.
• Ensure bond claims are submitted following coverage guidelines 
• Identify policies and/or procedures where exposure to fraud may exist and make recommendations for facilitating and minimizing risk by training staff for fraud prevention
• Analyze complicated factual situations, apply functional principles and develop solutions.
• Manage a team of employees that investigate potential fraud, high risk transactions, alleged fraud claims, and suspicious and unusual activity. 
• Stay up-to-date with the latest fraud trends and techniques and ensure that the Fraud team members are trained on identifying these trends.
• Meet with branch and department managers periodically during the year to ensure effective and efficient communication and process flows throughout the credit union as it relates to fraud, disputes and other card services.
• Supervise and develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance. 
• Research inconsistencies of procedures and report them to the Chief Financial and Risk Officer (CFRO)
• Make decisions in the interest of the credit union and act as liaison with executive staff in the absence of the CFRO.

Requirements

• Bachelor’s degree in financial related field or additional years of experience in a financial institution equivalent to a four- year degree.
• 3-5 years of experience in Cards, Fraud or related field in a financial institution.
• Minimum of 2 years supervisory experience.
• Knowledge and understanding of loan servicing and/or underwriting, and debit/credit card industry
• Knowledge of regulatory compliance and credit union policies, procedures, services and products preferred
• Knowledge of fraud mitigation processes and procedures, including staying current with recent and past fraud trends for continual review or process improvements.
• Intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).
• Proficient in use of Microsoft Office applications, calculator, spreadsheet, and simulation analysis software.
• Ability to communicate and interact effectively with officials, employees, examiners, auditors, members and others in relation to the credit union.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.