First Party Fraud Policy Group Manager
Citi
full-time
Posted on:
Location Type: Hybrid
Location: San Antonio • Florida, Montana, Tennessee, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $130,880 - $196,320 per year
Job Level
SeniorLead
About the role
- Lead efforts to manage the creation of the best-in-class customer abuse identification and mitigation program across all account portfolios, including rewards programs.
- Serve as the primary point of contact for business segments, service partners and product teams to escalate fraud-related matters.
- Drive innovation via thought leadership while maintaining end-to-end view and leveraging Global best practices
- Take ownership of strategy development and deliver tangible business benefit and value (e.g. loss avoidance, expense optimization, enhanced customer experience)
- Develop/maintain robust tracking and monitoring practices; continually ensure processes (the “how”) are optimized to enable rapid decisioning
- Manage and develop high performing team; establish bench strength to support needed fraud capabilities and business goals
- Developing and executing effective root cause and lessons learned strategies that drive continuous improvement in the bank’s oversight and execution of fraud risk management.
- Review and understand latest fraud/customer abuse trends and communicate directional areas of focus to the business, Operations and Analytics.
- Identify emerging risks and threats and specify potential areas for Operational and Analytic improvements.
- Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost.
- Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively.
- Participate on cross-functional teams to enhance the Fraud Management process.
- Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls.
- Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency.
- Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts.
Requirements
- 10+ years relevant experience, preferred
- Excellent communication skills – verbal & written
- Bachelor’s degree or equivalent experience
- Disputes/Claims OR Bank/Card fraud management experience, preferred
- Disputes/Claim Regulatory knowledge preferred
- Possesses strong institutional knowledge
- Ensure adherence to all regulatory, control and compliance requirements
- Identifies issues and outlines scope.
- Probes beyond symptoms to determine the underlying causes of problems
- Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency while balancing a need for action with a need for analysis
- Demonstrated ability to execute upon prioritized business goals/action plans
- Understands businesses processes, risks and can identify control issues
- Strong analytical skills
- Ability to work independently and influence others
- Strong project management ability
- Strong verbal and written communication skills
- Excellent problem solving, conflict resolution and change management skills
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
fraud managementrisk managementdata analysisprocess optimizationroot cause analysiscustomer experience enhancementproductivity improvementregulatory complianceclaims managementdispute resolution
Soft skills
communicationleadershipanalytical thinkingproblem solvingconflict resolutionchange managementindependent workinfluenceteam developmentstrategic thinking
Certifications
Bachelor's degree