Fraud Operations Manager - Private Bank

Description Private Bank Operations is committed to delivering a best-in-class experience for Private Bank clients and the colleagues that support them. The group will have functions that encompass Fraud, Client Onboarding, and Client Experience for Consumer, Commercial and Business Banking Products. The group is tasked with the coordination of deliverables and support for the specific business needs of the Private Bank. We are seeking a Fraud Operations Manager that will support the desired client experience while mitigating client/bank exposure. This position requires the ability to learn, manage & own all processes within Fraud Detection & Claims supporting the Private Bank. While you are in this role you will manage & maintain the Fraud & Claims team within Private Bank Fraud & Claims reporting directly to the Head of Private Bank Fraud & Claims. Additionally, while in this role you will help to hire, grow and develop a high-quality team of fraud investigation investigators ensuring proper training and procedures are in place. You will also manage, identify, and make improvements in reporting and current processes. Lastly, you will partner with cross functional teams to ensure the company adheres to policy requirements, customer experience and SLAs. This role will include interaction with ultra high net worth clients, Private Bankers, and business partners with a strong focus on customer satisfaction & experience. May perform other duties as assigned related to Fraud Detection, Claims Resolutions, Operational issues, and will need to manage competing priorities in an accurate and timely manner. They may also conduct training, coaching and help with onboarding new hires. Primary responsibilities include Responsible for preventing losses to the Private Bank and/or Private Bank clients through fraud detection or fraud claims processing. Respond to and resolve escalated inquiries/problems from staff, internal and external clients. Provide mentoring to colleagues in policies and procedures for the area/workflow. Monitor service levels, quality and productivity of the team. Manage and lead the Fraud Operations team to mitigate risk. Meet internal and external operational SLAs through process improvements and ongoing initiatives to elevate performance. Become the subject matter expert on the fraud Investigation processes for all Private Bank colleagues, verifications, tools, and fraud investigation/detection operational workflows. Responsible for hiring, coaching and development of a team of Fraud Investigators towards personal and career development, empowering them towards continuous improvement and larger impact to the business. Monitor and ensure service levels are met. Utilize your knowledge and experience to serve as an advisor for junior members of the department as well as partners across the enterprise Assist in the preparation of reports for senior management on departmental goal achievement. Research and resolve complex operational issues. Embed and embrace transformation within the business. Help develop processes and training plans as new products and services are onboarded. Required to participate in system testing when necessary. Qualifications Self-motivated, dependable, adaptable, and detail-oriented individual with strong analytical, writing, and organizational skills. Experience conducting investigations and enhanced account reviews. Excellent written and verbal communication. Skilled at monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity. Strong understanding of bank operations including but not limited to navigating banking systems, understanding, and interpreting customer transactions. Ability to work independently and multi-task in a fast paced, ever-changing environment. Strong organization and time management skills Willingness to assist with special projects and accept new responsibilities. Maintain knowledge of the bank's products, services, customers and geographic locations, and the potential fraud risks associated with those activities. Other duties and responsibilities may be assigned, according to the needs of the Business Line Experience High School or equivalent degree required; bachelor's degree preferred. 5+ year of Fraud investigations experience. 7+ years required of Banking, Professional experience in analysis and/or financial services industry preferred. Experience conducting investigations and enhanced account reviews. Experience with monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity Experience managing fraud & claims teams in a fast-paced, escalation-based environment. Hours & Work Schedule Hours per Week: 40 Work Schedule: 8:30am - 5:30 pm Monday - Friday Position in Johnston , RI - hybrid/3 days on site Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. Equal Employment and Opportunity Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 11/15/2024

Created: 2024-11-13