Description
Position's primary role is to be the contact for the Fraud department's data security, reporting, query management and data maintenance needs for the organization. This position will act as an advocate for the Fraud department, participating in company-wide business projects that change the way the Fraud department does business and provides support to ITSG, business development, security, audit and regulatory efforts. This position will implement and monitor data and user security practices based on internal and external recommendations and requirements. This position will serve as the departmental Subject Matter Expert (SME) for operational and system resources and must be available to provide 24x7 support in the event of business interruptions.
JOB DUTIES/ACCOUNTABILITIES:
Weight: (%)
(Total= 100%)
In order of importance, describe up to 6 of the primary duties the incumbent will be required to perform on a consistent and ongoing basis.
25%
Provide supervision, instruction, guidance and direction to Fraud Department staff
Provide feedback and coaching on job performance
Serve as resource for escalations, fraud issues, agents, consumers, CSR, CSD, ASMG, Risk, etc.
Provide training as needed on more complex issues and keep upper management informed of fraud metrics and trends
Create and maintain employee records
Conduct employee performance appraisals
Performance management documents
TimeTrak record keeping and attendance records
Interview and select new employees - coordinate access and appropriate training for new hires
Staff on-boarding, management and development.
25%
Continually review and enhance Fraud department data management needs. Activities include:
- Manage database design, maintenance and updates that ensure functionality and security for operational processes of the Fraud department.
- Creation of custom queries and reports for the Fraud department and regulatory agencies.
- Ensure data requirements flowing to and from vendors meet internal and external security requirements and SLA's.
20%
Evaluate, proactively develop, and maintain departmental user security fraud parameters. Activities include:
- Administer user security roles and permissions
- Administer Fraud department system permissions, including online knowledge base, case management system, and financial services settlement system
- Secure and manage trade secret documentation
- Make recommendations and create business reviews based on fraud parameter analysis. Perform testing and reporting activities
- Identify and recommend fraud process changes; and providing operational impacts resulting from management changes of the fraud strategy; to Governance committee.
10%
Manage Fraud department systems enhancement. Measure, analyze, benchmark, report and communicate the ongoing effectiveness of various operational systems and processes. Activities include:
- Work with business development and ITSG to develop business requirements
- Coordinate UAT testing efforts
10%
Manage departmental escalation and business interruption efforts for Fraud department system tools and data.
- Ensure staffing for department provides 24x7 support and crisis management for Fraud department systems
- Interface with ITSG and vendors during escalation events
- Develop, evaluate and test departmental BCP system requirements
- Track Fraud department system performance issues and outages
- Communicate outages to various levels of management, based on impacts
10%
Manage departmental regulatory and audit data collection, storage and maintenance functions for Fraud department.
- Participate in company wide efforts surrounding FACTA, AML, Information Security, Data Privacy, PCI Compliance, and NACHA regulations.
- Collaborate with Fraud department leadership team on operational process changes to support changes in regulations and data management.
- Create business requirements to ensure compliance with regulations in maintaining secure data security and management.
- Collect, secure and manage audit files and records based on current compliance guidelines.
- Create reporting for various levels of management based on audit findings and recommendations.
- Participation in audit process including providing documentation, answering questions and providing responses to action items
5%
Provide hands-on project leadership on departmental system additions or enhancements.
Skills and Experience Required:
QUALIFICATIONS, EXPERIENCE & SKILLS: Minimum requirements to competently perform the key responsibilities of this job, work experience, education and other knowledge, skills, and abilities. Specify whether the qualification is required or preferred.
- The ability to model the Corporate Values of Respect, Courage, Passion, Teamwork and Integrity. (required)
- Strong system analytical skills with a proven ability to identify problems and drive change. (required)
- Education: Bachelor's degree in business, accounting or similar analytical related fields or equivalent work experience (3+ years). (required)
- Experience: Minimum 5 - 7 years of progressively responsible Fraud operations experience including a few years of direct management experience, including effective selection and interviewing, performance management, professionally developing and coaching staff, clarifying roles and responsibilities, fostering teamwork, and facilitating/resolving conflicts, required.
- Understanding of fraud business processes and systems technologies. (preferred)
- Strong understanding of how lines of business relate to identifying operational, systematic and fraud avoidance opportunities. (required)
- Ability to create effective documentation and presentations for business and process decisions using certain applications (Visio, Project). (required)
- Requires quantitative and qualitative analysis and reasoning abilities. Demonstrated ability to think strategically and turn data into meaningful conclusions. (required)
- Ability to assimilate highly technical information from multiple sources and translate it into real time decisions related to operational systems and business processes. (required)
- Effective oral and written communication skills. Must be able to communicate professionally at all organizational levels, internally and externally, including presenting to a group. (required)
- Previous experience in fraud prevention processing. ( preferred)
- Ability to work as part of or effectively lead a project team. (required)
- Demonstrated ability to meet deadlines and be detail-oriented, while maintaining accuracy and quality of work. (required)
- Effective interpersonal skills. Must be able to effectively coach and mentor others as well as effectively provide feedback. (preferred)
- Strong PC and technical skills. Advanced experience with Microsoft Access, Excel, Word, Visio and Project including reports and graphics (required); Advanced proficiency with Oracle and strong internet background. (preferred). Knowledge of relational database management systems (RDBMs) or large data set administration (desired)
- Ability to work independently. (required)
- Ability to work flexible hours to meet business needs in a 24x7x365 environment. (required)
- Ability to work through crisis and outage situations, experience in acting as a departmental liaison during restoration of services and transaction processing environments efforts. (required)
- Ability to travel to various destinations including between the company's sites and outsourced partners. (required) (Less than 5%)
