ABOUT REDWOOD CREDIT UNION (RCU): At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. Why work for Redwood Credit Union? * 37th largest credit union in the U.S. and the largest financial institution based in the North Bay * Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial * Recognized by Newsweek as one of "America's Best Credit Unions 2024" * Recognized by Forbes as one of "America's Best Small Employers 2023" * Voted Best Places to Work in the North Bay 19 years in a row * World-class Employee Engagement scores * Rated Superior in Service by more than 90% of Members, surveyed by SF Gate * Industry leading Net Promoter Scores across the U.S. Join us and discover why you'll love working at Redwood Credit Union! Redwood Credit Union is looking for a Fraud Operations Manager, who will be responsible for overseeing the processes utilized within the Credit Union to recover, investigate, and process all claims and disputes, while ensuring an exceptional Member experience. Provide Member support for various types of account fraud, such as account takeovers, scams, wire fraud, card, ACH, check and impersonation of Members and the Credit Union, and as needed, collaborating with RCU's security team and law enforcement agencies. Essential Functions Department Leadership * Manage Casap claims management platform, the workflow of all incoming claims and fraud disputes, recovery of funds, disposition of the claims and communication to RCU Members concerning the status of their claim. * Optimize card claims to automate processing using data flowing between the claims system, Visa and RCU's core platform. * Provide senior leadership reporting from Casap claims management platform to identify fraud trends, team productivity, and recovery metrics. Ensure KPI and critical reporting are in RCU's PowerBI platform. * Prevent, reduce, and recover financial losses by managing credit and debit card investigations and tactical department operations, including managing the claims management platform, supervising staff, coordinating external card investigations, monitoring, managing the arbitration process with Visa and reporting fraud and loss trends. * Regularly communicate with Fraud Mitigation Manager on emerging trends and upticks in claim activity so that early intervention and mitigation can begin. * Maximize recovery for all claim types including card, ACH, check, wire, account takeover, lending and any other identified fraud at RCU. * Manage system fraud alerts to ensure efficiency, effectiveness and balance among team members. * Oversee ATM fraud detection, investigations, dispute processing and recovery of funds. * Enhance Member service and reduce losses by managing card fraud investigations, including card compromises and unauthorized use disputes. * Oversee wire review, fraud detection and the prevention of suspicious wires. * Manage Suspicious Activity Reporting connected to criminal activity and collaborate with the BSA team on complex SAR investigations. * Recruit, select, and supervise staff, including expectations, coaching/development, resources, workflow, feedback, and accountability to ensure high levels of Member service and maximum protection of Credit Unions assets when false claims are presented for payment. * Manage, plan, and authorize overtime and schedule changes as needed to ensure coverage for optimum Member service. * Responsible for monthly service call audits of direct reports to provide coaching on service standards. * Cover as on-call manager for Saturdays and Sundays, and be available to cover, on a rotating basis, as the on-call manager during various three-day holiday weekends throughout the year. This includes response outside of business hours and occasionally in the middle of the night. * Handle all Member escalations connected to card/ATM claims, new account fraud, Member scams, and blocked cards due to fraud rules. * Lead claim intake team to ensure optimal Member service. * Manage all administrative tasks that accompany fraud activities including but not limited to account change, claim resolution, recovery assistance, case management tracking. Operations Support * Participate in monthly review of Falcon Fraud Rule performance to ensure rule effectiveness and ensure false positive ratio meets goal. * Monthly review of funds recovered and write-offs. * Close collaboration with Fraud Mitigation Manager to ensure fraud risks are being closely monitored and volume changes are immediately recognized and reported. * Conduct monthly review of Members who are suspected of account and claim abuse and place restrictions on accounts when deemed necessary. * Work with merchants, law enforcement and partners at various financial institutions to identify suspects facilitating fraud and refer to Fraud Mitigation Manager when appropriate. Other Functions * Participate in credit union events, community volunteer boards and associations. * Complete special projects as needed. Minimum Qualifications: Knowledge, Skills and Abilities * Ability to distinguish and manage confidential information, materials, and conversations. * Ability to effectively communicate verbally and in writing. * Ability to establish and maintain effective working relationships in a diverse environment. * Strong leadership, organization, and problem-solving skills. * Ability to direct and supervise the work of others. * Strong interpersonal skills, especially in holding difficult conversations while maintaining service excellence and professionalism. * Proven experience coaching and training individuals or groups. Ability to negotiate change across organizational/firm boundaries and influence others outside of their own work group. * Skill in the operation of a PC with the use of word processing, spreadsheet, and presentation software. * Ability to manage Casap card claims management system. * Ability to effectively write Falcon Fraud Rules. * Knowledge of Regulation E, Regulation Z, Regulation CC, and a working understanding of C.F.P.B. policies. * Knowledge of Visa regulations which govern dispute and fraud claims. * Knowledge of account takeover methodology and detection practices. * Demonstrated ability with the design and application of innovative ideas and developing creative solutions. * Ability to make sound business decisions, using the principles of RCU Vision, Mission and Values. * Ability to prioritize and successfully manage multiple tasks and deadlines. * Ability to analyze situations and recommend workable solutions. * Ability to effectively research and report data. * Ability and desire to work in a team environment. Licenses and Certifications * Certified Fraud Examiner or equivalent experience preferred. Physical Requirements * Ability to stand, bend, stoop, sit, walk, twist, and turn. * Ability to lift up to 25 pounds occasionally. * Ability to use a computer keyboard and calculator. * Work environment is indoors; majority of the time is spent sitting at a desk. The ideal candidate has a combination of education and experience equivalent to a bachelor's degree in criminal justice, Business, or related field, with a minimum of eight years' experience in financial institution fraud/loss prevention and a minimum of three years' experience managing investigators preferably in a law enforcement or financial institution setting. Compensation: Base starting range: $149,385 to $196, 817 annually commensurate with experience. Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits. Redwood Credit Union offers a robust benefits package to our eligible employees including: * Competitive medical, dental, and vision insurance, mental health offerings * Employee performance incentive plan * Salary Advancement- Merit increase based on performance * 401(k) program with employer match * Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off! RCU Discounts and Perks: * RCU employees are eligible for a .75% discount off RCU standard collateral auto loans * RCU employees are eligible for a 1% discount on all recreational or boat loan products * 2% discount off Visas and LOC Loans through RCU * 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000. * 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000. * 0% interest on garment, fitness, or home office equipment loan of up to $500 * 100% financing for employee purchased homes! Internal Team Members If you are a current Team Member, please apply through the internal careers page located in RCUNET. We are an Equal Opportunity Employer