Fraud Manager

Role Responsibilities

The Fraud Manager leads fraud investigation operations, ensuring effective loss prevention, protection of the credit union’s assets, regulatory compliance, and member protection. The role oversees staff development, escalated investigations, fraud monitoring strategies, performance metrics, internal controls, and cross-functional initiatives. Ensures compliance with applicable federal and state laws, including the Electronic Fund Transfer Act and Regulation E, the Truth in Lending Act and Regulation Z, BSA/AML and suspicious activity reporting requirements, NCUA regulations, OFAC requirements, Nacha Operating Rules, card network rules, and the Texas Trust Credit Union policies and procedures.

• Lead Fraud Investigators and establish expectations for caseload management, productivity, investigation quality, documentation, and timely case resolution.

• Identify, organize, and respond with urgency to fraud escalations and potential fraud investigations.

• Manage Fraud Investigators through recruiting, coaching, training, mentoring, performance management, and staff development to support departmental objectives.

• Monitor and report fraud exposure, confirmed losses, recoveries, trends, investigator performance, and control effectiveness to senior leadership across multiple channels.

• Assist in the development and implementation of logic and tools to capture Fraud, including transactional monitoring and detection scenarios.

• Monitor emerging fraud threats and underlying data trends, recommend mitigation strategies, and adjust controls and detection approaches as appropriate.

• Oversee daily department operations, including account transaction risk areas such as account disputes, alert processing, and return deposit items.

• Conduct quality reviews of escalated fraud investigations, dispute cases, and supporting documentation to ensure accurate, timely decisions and mitigate losses to the credit union and its members.

• Lead root-cause reviews of significant fraud events and implement corrective actions to address control gaps and reduce future exposure.

• Work with cross-functional partners, including Technology, Digital, Front-line, and other teams, through all aspects of strategic and tactical building of fraud and dispute elements.

• Utilize internal and external resources, partner with other stakeholders, as necessary, to research and investigate fraud events.

• Provide feedback on alert rule effectiveness and partner with management and analysts to design new fraud rules.

• Evaluate department policies and procedures for adherence, efficiency, and effectiveness.

• Serve as subject matter expert and maintain internal controls of the various applicable software systems and databases used to carry out day-to-day fraud operations.

• Manage fraud-prevention vendor relationships, service performance, issue escalation, and accountability for contracted solutions.

• Maintain operational readiness through appropriate staffing plans, current procedures, ongoing training, system access controls, and business continuity preparedness.

• Oversee fraud strategies and rules for card services, electronic payment solutions, online and mobile delivery channels, balancing fraud mitigation with member needs.

• Comply with applicable fraud and dispute laws and regulations and escalate potentially suspicious activity for BSA/AML review and reporting decisions in accordance with established procedures.

• Manage the budget for Fraud initiatives, ensuring effective allocation of resources.

• Manage bond claims and the credit union's insurance program, which provides protection against all unmitigated fraud losses.

• Practice and bring to life with the team our "Yes And... culture.

• Perform various other duties as assigned.

Required Experience

· Bachelor's degree and/or a minimum of five (5) years of related experience in fraud prevention, investigations, disputes, or financial crimes within a financial institution.

· Minimum three (3) years of direct supervisory or people-leadership experience, including coaching, performance management, and staff development.

· Demonstrated experience with fraud detection strategies, transaction monitoring, escalated investigations, loss mitigation, internal controls, and fraud reporting.

· Working knowledge of Regulations E and Z, BSA/AML, NCUA and OFAC requirements, Nacha Operating Rules, and card network dispute rules.

· Experience using fraud case-management, transaction-monitoring, or core financial systems.

· Certified Fraud Examiner (CFE) or another recognized fraud or financial-crimes certification is preferred.

Skills, Education, and/or Certifications Required

• Proficient in computer skills, including Excel, Word, and PowerPoint, and possesses the ability to learn new software quickly.

• Strong processing, analytical, and problem-solving skills.

• Highly organized, detail-oriented self-starter who can work independently; possesses a strong work ethic and team player mentality.

• Possess a strong work ethic and team player mentality.

• Highly developed sense of integrity and commitment to member satisfaction;

• Required to handle all member information in a confidential manner.

• Professional written and verbal communication skills.

Texas Trust Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.