Director of Fraud Prevention & Investigation

At Nusenda Credit Union, our commitment to excellent member service, care for our community, being an employer of choice, and offering flexible products and services have always been our priorities. With 210,000+ members, 600 employees, and 21 branches, we are the largest not-for-profit financial cooperative in NM.

We have been voted one of the Top Workplaces and Healthiest Places to Work for multiple years! Being part of our credit union means being part of our community through The Power of WE.

If integrity, dedication, and a commitment to serving others is part of your DNA, we encourage you to review our list of open positions and apply today. We look forward to growing our Nusenda family!

We are currently seeking a Director of Fraud Prevention and Investigation to join our Support Operations team. In this position, you will be responsible for the maintenance, development, and innovation in the administration and monitoring of the Fraud Prevention Program. Specific responsibility includes drafting fraud prevention policies, procedures and controls; monthly metric reporting; delivering new hire and on-going fraud awareness and prevention training; conducting internal and member investigations to include interviewing members; serving as the liaison to law enforcement and industry associations for fraud related matters. You will be directing and leading the Fraud department, and responsible for motivating, informing, educating, developing, and coaching department staff to ensure financial objectives and service standards are met. You will prepare metric reports and comply with reporting requirements. Work closely with leaders across the organization to improve processes to minimize fraud risks and enhance member experience.

What you’ll do:

• Oversee, coordinate, and assist in the daily activity of the Fraud department(s) to include assignment of duties and special projects, monitoring workload and productivity, planning and prioritization, problem resolution, and develops recommendations for change or improvement.
• Oversee the quality and effectiveness of fraud prevention mitigation programs, by monitoring, modifying and administering input and output of various reports, systems and software programs to include; Verafin, Fraud Finder, and Data Integrations custom reports.
• Complete monthly metric reports for review by VP and SVP. Effectively investigate and resolve member disputes, and coach to appropriate action for resolution of fraud claims, and incoming report calls.
• Educate department staff, new hires, and others on financial-sector trends in fraud activities and mitigation strategies. Identify and research internal cases of misconduct.
• Manage the operational components of fraud sources and risk channels. Direct recovery efforts, analyze and report recovery and loss metrics.
• Liaison to law enforcement and industry associations for fraud related matters.
• Ensure compliance with reporting requirements for fraud-related metrics.

What you’ll need:

• Three to five years of similar or related experience
• Bachelor’s degree in Business Administration or related field
• Experience in all facets of Fraud Prevention

Key Skills and Experience:

• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and handle problem resolution.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization and law enforcement.
• Development, performance management, training, and employee counseling skills essential.
• Excellent organizational and attention to detail skills.
• Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
• Ability to adapt quickly to change and proactively communicate.
• Experienced in MS Office programs Word, Outlook, and all internal systems of the department including a strong understanding of Verafin, Advanced Fraud Solutions, and financial spreading software.
• Ability to detect and manage cross-channel suspicious activity and fraud events (e.g., internet banking/mobile external transfers, mobile/remote deposit, wires, cards, ACH, bill payer, etc.)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)