Ensure objectives and key results (OKRs) and all project targets are achieved through rigorous tracking, identification and communication of risks, and issue resolution
Identify and understand the needed processes and service levels (SLAs) to create a low risk, high performing team
Collaborate with Operations leadership and the Digital Banking technology and product teams to influence servicing effectiveness for our customers and employees
Manage daily workflow within the Fraud Operations team ensuring service levels are met
Continually adapt, react, and recommend best practices to on-going fraud trends
Collaborate with Compliance and Risk Management teams to ensure processes meet regulatory requirements and industry standards and that process innovation and design is aligned with regulatory frameworks
Support the implementation of new products and services as Digital Banking continues to grow and scale
Perform other duties as assigned

Requirements

Bachelor's Degree required, preferably in Business Administration, Finance, or a related field
Minimum of 7 years of Fraud Operations or Deposit Loss Prevention experience within financial services required
Minimum of 7 years of experience managing a team required
At least one professional accreditation in the payments or fraud field required (e.g., AAP, APRP, CAMS, CFE, or others)
Ability to think strategically and analyze market research and customer feedback
Strong project management skills
Comfort (and preference for) white space and ambiguity
Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
Excellent verbal, written, and interpersonal communication skills
Strong organizational skills and attention to detail
Outstanding problem-solving and time management skills
Self-motivated, self-directed, and results-oriented
Adaptable and able to multitask in a fast-paced environment
Can work independently and within a team; solution-oriented with a collaborative approach

Benefits

Comprehensive health, dental, and vision plans
4 weeks PTO
401k + company match
Metro SmartTrip benefits ($50/mo)
Remote or hybrid work schedules for most positions
Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
Best Workplaces for Commuters 2023 & 2024 winner
The Washington Post Top Workplaces 2023, 2024, and 2025 winner
American Banker Best Banks to Work For 2023 winner

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Fraud OperationsDeposit Loss PreventionProject ManagementMarket Research AnalysisCustomer Feedback Analysis

Soft Skills

Strategic ThinkingInterpersonal CommunicationOrganizational SkillsProblem-SolvingTime ManagementSelf-MotivationAdaptabilityCollaboration

Certifications

AAPAPRPCAMSCFE