Payment Validation Manager - Commercial Banking Fraud

Payment Validation is within the Commercial Bank Fraud Prevention & Recoveries Team. This team reviews potentially fraudulent payments that have been alerted by bank controls and subsequently engages the client to ensure the client has performed their due diligence on the transaction. In addition, the team handles lookalike domain alerts when notified of domains that are registered that look like our client’s domain. The team’s objective is to limit client loss through the identification of fraudulent transactions that the client believes are valid and requires communication and education with client’s, relationship and service teams.

As a Payment Validation Manager within Commercial Banking Fraud, you will lead the business and manage a group of dynamic Payment Lifecycle Analysts and Associate/s. As a strategic leader, you will drive change through innovation & transformation, execute the firm’s strategies and modernize the clients fraud experience.  In this role, you will have frequent interaction with internal teams within the bank and external clients.  You will serve as a primary point of contact for more complex client requests.  This role will involve participation in projects, escalated requests, or enhancements related to Commercial Banking systems, processes, and treasury products both within the US and across our global footprint.  The Payment Lifecycle Associate II will report to a Payment Lifecycle Manager III as part of the Commercial Fraud Prevention and Recoveries Team.

Job responsibilities:

• Daily responsibilities include managing direct reports, coaching directs, call monitoring, upskilling, resolving client concerns/complaints and coordinate with internal contact point for complex escalations, and serve as SME for Fraud processes
• Manage activities on heavy phone work including real-time queue management of inbound hotline, case assignment, and queue prioritization
• Handle escalations of potentially fraudulent payments that have been alerted by bank controls and subsequently engages the client to ensure the client has performed their due diligence on the transaction. 
• Educate clients on Lookalike domain alerts when notified of domains that are registered that look like our client’s domain. 
• Investigate and processing of fraudulently negotiated items (including checks, cashier checks, and withdrawals), the processing of ACH and Wire transactions and the disposition of transactions with clients.  
• Reduce client fraud by querying data and analyzing client transactions detected by bank controls to determine which higher risk transactions require if engagement with the client/relationship team to ensure proper due diligence was performed by the client
• Exhibit ownership of client’s fraud experience and client satisfaction. Ownership of internal communication and status updates
• Support the development and maintenance of policies, procedures, and training materials
• Provide regular updates to senior leadership through business reviews and recurring key performance indicator (KPI) meetings

Required qualifications, capabilities and skills:

• Experience in managing an operations team for 6 years
• Displayed effective leadership. Capable of motivating, developing, supporting, and training
• Excellent communication skills both written and verbal 
• Relevant experience in stakeholder management and client focus
• Knowledge on Wires, ACH, Society for Worldwide Interbank Financial Telecommunication (SWIFT) & international payment conventions/practices.
• Demonstrated consistent professional presence with the ability to adapt to evolving needs and situations
• Ability to multi-task effectively and leverage internal resources. Excellent organizational skills and attention to detail.
• Strong client focus and ability to partner with various internal groups and client coverage. 

Preferred qualifications, capabilities and skills: 

• Experience and a strong working knowledge of various aspects of Fraud strategies preferred.

Must be flexible to support adjustments to work schedule; Site hours are between 8:00 AM – 8:30 PM ET.