Client Protection Solutions Manager

Location:

Job Summary:
KeyBank is looking for an experienced and motivated professional to join our Enterprise Fraud Services (EFS) Client Protection Team, as we seek to deliver industry leading scam prevention, detection, and mitigation services that enable safer banking interactions for all clients.
As the Ops Department Manager on the Client Protection team, you will be responsible for discovering, developing, and deploying crucial enhancements aimed at the scams and money mule prevention, detection, and mitigation efforts. To accomplish this, you will leverage your fraud expertise and understanding of the emerging threat landscape to contribute toward the strategic direction of Client Protection priorities. You will play a key role in establishing and strengthening partnerships with stakeholders throughout the organization and external to the bank, to surface opportunities and drive critical initiatives forward to completion. You will be comfortable tackling challenges in unfamiliar areas, quickly learning the essential components, mapping a path forward, and executing. You will be a catalyst for change initiatives that seek to reinvent the ways we protect our clients in all aspects of their banking experience, leveraging technological change, and supporting teammates to enable the bank to grow and improve the client experience.

Job Responsibilities:

• Discover and understand existing fraud/scam/money mule typologies and tactics used to perpetrate these crimes, stay up to date on emerging trends and threats, and leverage that knowledge in strategic ways.
• Develop partnerships with teammates and stakeholders external to EFS, acting as the primary liaison and subject matter expert as it relates to scam and money mule activity.
• Develop and deploy policies and procedures for responding to and mitigating scam and mule activity.
• Develop and deploy solutions, education, and communication programs to equip teammates with the tools and training needed to protect our clients from scams.
• Develop and deploy awareness/communication programs to educate clients on scam risks.
• Develop key metrics, monitoring routines, and communication plans to ensure timely identification and escalation of emerging trends to ensure the effectiveness of client protection activities.
• Deploy scam classification policies to provide consistent and detailed classification, reporting, analysis and identification of scams and related trends.
• Develop business cases and lead cross-functional teams in the execution of strategic client protection roadmap initiatives to continually improve our client experience and risk controls.
• Ensure compliance with relevant rules and regulations related to scam and mule activity, and coordinate responses to regulatory requests and related examination activities.
• Serve as Deputy Director of Client Protection team and mentor peers and teammates as needed.
• Role may expand to also include direct people management responsibilities as needed.

Desired Skills:

• Understanding of psychology or sociology as it relates to human behavior and change that has been acquired through either formal academic or workplace experiences.
• Experience with change management including driving policy/procedure/technology changes.
• Experience with electronic payments and the related laws and regulations including Reg E, Reg CC, UDAAP, FACTA, and Reg Z.

 Required qualifications:

• 3+ years of experience within Fraud Prevention (specific experiences across multiple functions preferred).
• 6+ years of experience within financial services (specific experience across multiple functions and/or experience with remediating escalated client issues preferred).
• Bachelor’s degree OR 4 additional years of relevant experience acceptable in lieu of degree.
• Demonstrated understanding of the current fraud/scams threat landscape, industry, and regulatory trends.
• Experience performing root cause analysis and developing effective countermeasures (could be within product/process design, detection strategies, or other fraud prevention supporting functions).
• Capable leader with demonstrated ability to deliver results through strategic use of effective collaboration, organizational influence, analytical methods, and detail-oriented problem-solving skills.
• Ability to work independently, effectively juggle competing priorities, and quickly adapt to change.
• Ability to translate high-level strategic goals into specific, actionable, and prioritized tactics.
• Excellent written and verbal communication skills, including experience with delivering concise and effective narratives regarding complex ideas to various audiences throughout all levels of an organization.
• Proficiency in Word, Excel, PowerPoint, Outlook, SharePoint, Visio (Jira/Confluence preferred).

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $115,000 to $125,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

#LI-Remote