Director of Fraud Operations (Remote)

Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

The anticipated salary range for this role is between $195,000.00 and $235,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan and the 12th largest bank in the world with operations in over forty countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

SUMMARY:

As Executive Director, Fraud Operations you are responsible for building and developing the team responsible for Fraud Detection, Fraud Escalated Customer Support, and Fraud Investigations for Loans, Deposit, and Credit Card products. You will be accountable for ensuring team performance including efficient operations and meeting goals in service levels, recoveries, risk management, and compliance.  You will actively work with your team to identify points of fraud exposure and vulnerability, balancing this against opportunities to reduce false positives. These points of exposure include onboarding, money transfers (ACH, funding via debit card), lending, card transactions, check deposits, ATO, and others. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Build, scale, and lead a world-class Fraud Operations team for loans, deposits, and card across internal and outsourced (BPO) team members to maximize the customer experience while combating fraud.
• Deliver outstanding team performance through talent acquisition, associate development, and inspiring leadership. 
• Establish and track OKRs and KPIs for Fraud Operations including a daily understanding of queue sizes, loss trends, and other dashboards to adjust the team priorities in real time.
• Ensure loss recovery, disputes management, detection service levels, and customer support service levels are met.
• Ensure operational excellence through process and controls design, procedure adherence, and quality assurance.
• Identify risk factors and trends of potentially fraudulent activity, including the development of trend reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity
• Build and maintain programs that incorporate best practices and adhere to applicable regulations including, Suspicious Activity Reports, Red Flags, Identity Theft Protection Program, etc.
• Forecast staffing needs to align with the fraud roadmap set by the ED of Fraud Strategy.
• Report on fraud team performance to senior executive leadership on a regular cadence.
• Recommend and drive long-term, strategic initiatives, and projects in support of minimizing fraud losses while providing a positive user experience

POSITION SPECIFICATIONS:

• 15+ years working in enterprise environments, preferably in Fraud, Compliance or Operations, with 7+ years in people management directly managing Fraud Operations teams
• Experience in regulated financial services, with review of such activities as payments (ACH Debit etc), P2P money movement, disputes, chargebacks, AML, and compliance frameworks such as KYC/CIP
• In-depth knowledge of the financial services/banking regulatory environment: FACT Act, Bank Secrecy Act, Suspicious Activity Reporting (SARs), Reg E, FINRA/SEC, etc.
• Ability to multitask and prioritize for both you and your team, while maintaining flexibility to resolve urgent or business critical issuesCuriosity and a keen drive to investigate and challenge Jenius’ defenses, always preparing for a new attack vector or fraud scheme and never being satisfied with the status quo
• Must be able to deal with ambiguity, effectively cope with change, and shift gears comfortably
• You have strong leadership and supervisory skills with a passion for preventing fraud and mitigating risks
• Mentor to your team, working to develop them while holding them accountable, providing current, direct, complete and actionable positive and constructive feedback to your team and peers
• Sets clear objectives and controls to measure performance, monitor risks, and deliver results
• Data driven with the ability to derive your own answers from large data sets, as well as the ability to work strategically and steer the business vision with Product Operations and Data Science teams

EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.