Mountain America Credit Union · 20 hours ago
Manager Fraud Investigations
Sandy, UT
Full-time
Hybrid
Mid, Senior Level
5+ years expMountain America Credit Union is seeking a Manager for Fraud Investigations to lead their team in investigating fraud and recovering losses. The role involves managing daily workflows, developing advanced fraud detection strategies, and mentoring team members to enhance their performance in a rapidly changing financial landscape.
BankingFinancial ServicesMortgage
Responsibilities
Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; align personal and team efforts with the mission and vision of the credit union
Direct and manage the daily workflow, processes, and functions of the Fraud Investigations Team to effectively investigate fraud committed by and against the members of the credit union and maximize recoveries through all legal efforts
Direct and manage compliance and quality evaluations on Fraud Investigations Team; apply appropriate decision-making to ensure quality service to members, productivity and accuracy; and appropriately recognize and reward Fraud Investigations Team performance
Lead and mentor a team of fraud investigators, fostering a culture of innovation and continuous improvement
Develop and implement advanced fraud detection and prevention strategies using AI and machine learning algorithms
Collaborate with cross-functional teams to integrate blockchain technology for secure and transparent transaction monitoring
Ability to guide the team through different Linking analysis techniques that examine the connections, relationships, and dependencies between individuals, accounts, addresses, devices, IP addresses, payment cards, transactions, and other entities or events for possible signs of fraudulent behavior
Demonstrate a strong ability to recover funds swiftly and with meticulous care, ensuring minimal disruption to affected parties while maintaining the highest standards of integrity and diligence
Conduct thematic analysis of fraud trends and case data, identifying patterns and insights, and effectively communicate findings to senior management to inform strategic decision-making and risk mitigation efforts
Stay abreast of emerging fraud trends and regulatory changes, ensuring the team is equipped to address new challenges
Utilize data analytics to identify patterns and anomalies, driving proactive fraud prevention measures
Oversee the development and deployment of automated investigation tools to streamline processes and enhance efficiency
Explore and evaluate new tools and vendors to ensure the team leverages cutting-edge technology and industry best practices in fraud prevention and investigation
Build and maintain relationships with industry partners, law enforcement, and regulatory bodies to stay informed of best practices and collaborate on joint initiatives
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper case/workflow management and write-offs; and analyze trends in the investigation and recovery processes
Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiency; and recommend enhancements for continual quality improvement
Oversight of training and coaching on Visa Chargeback guidelines, network rules, processes, investigative techniques, internal policies and procedures, and appropriate decision-making
Ensure quality control metrics are being appropriately evaluated; that investigations are being properly documented; and that regular coaching occurs
Regularly evaluate Fraud Investigations Team performance and complete annual performance reviews
Assist with investigations and recoveries and act as a direct point of contact for any questions or concerns regarding the investigation process, escalations, and/or possible suspicious claims
Effectively communicate with direct supervisor on all matters related to own job responsibilities and Fraud Investigation Team operations
Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to fraud investigations
Assist and train business units to reduce fraud risk, boost efficiency, and enhance member experience related to fraud
Demonstrate proper stewardship in managing the Fraud Investigations Team budget, staffing levels, and other needs
Comply with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to the position
Performs all other duties as assigned
Qualification
Required
Bachelor's degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field or 4 years professional experience in a progressive financial setting working with and supporting the area of Fraud
3 years' experience supervising teams
5 years progressive experience in fraud investigations
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience and knowledge of case management and fraud software systems
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization
Demonstrated ability to recruit, engage and coach employee performance
Experience in investigating application fraud, account takeover, customer scams and mule activity while maintaining high quality customer service
Strong analytical skills and experience with data-driven decision-making
Excellent communication and leadership abilities, with a track record of managing high-performing teams
In-depth knowledge of regulatory requirements and industry standards related to fraud and financial crime
Experience in all applicable deposit related compliance regulations and applicable laws are required
Ability to work both autonomously and collaboratively in a fast-paced environment
Self-starter with strong organizational and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Take the initiative to be a problem solver and provide suggestions to improve processes and efficiencies
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Preferred
Certified Financial Crime Investigator or other related certification preferred
Experience with Symitar preferred
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
Company data provided by crunchbase