Fraud Alert & Investigation Supervisor

Location

Job Description:

The Fraud Alert & Investigation Supervisor leads a team responsible for monitoring, investigating, and resolving suspected fraudulent activity across the bank's products and services. The position is responsible for ensuring the timely and thorough investigations, fraud alert review and mitigation, promotes fraud awareness, and supports the development of fraud prevention strategies. The Fraud Alert & Investigation Supervisor supports the Department by performing the following duties either personally or through subordinates.

• Oversees and ensures the implementation and administration of the Fraud Alert & Investigation Program.

• Effectively manages and oversees fraud alerts and investigations with a team of Fraud Mitigation Analysts and Fraud Investigators ensuring daily production of inquiries and support for all Fraud Monitoring and monitors alerts, investigations, workflow, productivity, accuracy, and losses.

• Responsible for the effective and successful management of labor, productivity, quality control, customer obsession and training.

• Ensure that the Fraud Alert Program deploys sound fraud mitigation strategies closely tied with customer obsession expectations to effectively manage customer experience and revenue/loss consideration of the Bank.

• Ensure that the Fraud Alert Program is well-defined and effective to execute reviews of fraud alerts (deployed across all customers, products, and transactions) and Unusual Activity Reports (UARs) and determines what, if any, further action needs to be taken. Ensures alerts/UARs are appropriately escalated in alignment with BSA/AML/OFAC and Fraud Policies and Programs. Further actions could include, but are not limited to, an investigation into the matter, contacting a branch office for more information and creating a fraud case.

• Assures all required regulatory reporting is conducted in a timely, accurate, and compliant manner. Regulatory Reporting typically includes Suspicious Activity Reports (SAR), and 314 (b) requests.

• Lead investigations surrounding suspicious activity. Bring investigations to a conclusion through staff communication, customer interaction, and/or legal proceedings. Completely and accurately document conclusions and information supporting the conclusion.

• Assists in managing vendor relationships for the Fraud Mitigation software in collaboration with Fraud Leadership.

• Manage and improve customer obsession and fraud mitigation tactics through metrics, performance monitoring, problem resolution, system audits and quality assurance measures.

• Participants and assists with Fraud Risk Assessments in collaboration with Fraud Leadership.

• Collaborates with leadership for the administration of Fraud-related training programs and provides guidance and coaching to all team members.

• Prepares and presents reports to provide management with accurate records of Fraud Mitigation such as exposure, loss, quality assurance metrics, etc.

• Ability to maintain composure in stressful situations, including resolving problems or concerns with potentially upset customers.

• Responds to exam and audit concerns and oversee corrective action on all related compliance deficiencies or violations.

• Exhibit 'Brilliant at the Basics' customer service skills and the ability to develop and maintain productive relationships with colleagues, management, and clients.

• In order to provide expected levels of service to Gate City Bank customers, co-workers, and vendors, prompt and reliable attendance is an essential function of this position.

• Ability to make decisions in a fast-paced environment.

• Provide a "Wow" customer service experience for team members and customers.

• Develop and maintain productive relationships with team members, leaders, customers, and vendors.

• Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.

• Must be detailed-oriented and maintain high degree of accuracy.

• Provides overall direction, coordination, and evaluation of Fraud Alert and Investigations Team.

• Carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws.

• Leverage strengths of the team members, help to clarify roles and responsibilities, and develop and implement training programs in order to maximize and reach optimal individual and organizational goals.

• Responsibilities include interviewing, hiring, training team members; planning, assigning, and directing work;

• appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

• Ensures staff is kept current on issues affecting job-related duties, responsibilities, and trends on a consistent basis.

Bachelor's degree in Business, Finance, Accounting, or related field desired; minimum of 7-10 years of financial institution experience; 5 years of Fraud experience, or equivalent combination of education and experience. BSA/AML/Fraud Certification required.

EOE/including Disability/Vets

Member FDIC