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PenFed Credit Union Director, Fraud Operations in McLean, Virginia

Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Director, Fraud Operations at our Tysons, Virginia location. The primary purpose of this job is to lead a team to combat corporate-wide fraud and fraud mitigation efforts related to third party fraud, deposit fraud and loan fraud. The Director of FSO will help build, manage and coordinate a comprehensive and highly integrated financial security program to include aspects of fraud prevention, fraud detection, and investigation. The incumbent will direct and oversee triage, planning, analysis, case management, recovery, documentation and reporting. The incumbent will also work closely with other units under the Chief Security Officer (CSO) as well as Operations, DCC, Lending Services, Payment Systems, Information Security, and Human Resources professionals. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Support the management of fraud operations and investigations. Implement a comprehensive enterprise case management system and process. Support and manage oversight/control processes and manage to SLAs (outsourced functions). Develop and manage robust quality governance of fraud operations. Implement recommendations for automation, enhanced operational process flows, increased productivity, and performance driven metrics for fraud processes and teams. Lead and oversee staff responsible for potentially complex or sensitive cases. Manage law enforcement relationships necessary for investigations. Manage third party partnerships/vendors critical to executing operational efficiencies. Oversee daily operations (including outsourced claims/chargeback functions) to ensure they are handled expeditiously and meet governance requirements. Lead discovery of gaps and execute corrective action, including new approaches. Support implementation of key performance metrics across fraud operational/investigative activities. Support implementation & lead team adoption of new tools & technology for fraud operations. Maintain thorough knowledge of federal, state and local laws as they pertain to all PenFed products lines in context of fraud and chargebacks. Ensure PenFed’s compliance with all regulations and ordinances by abiding by PenFed compliance program and all policies, procedures, rules and regulations. Work closely with ERM, Compliance, Legal, Fraud Analytics, Threat Intelligence, & Fraud Policy as necessary. Oversee the completion and submission of Suspicious Activity Report (SARs). Lead team members in the formulation of goals, objectives, organize work and workflow and evaluate performance. The Director must be an instrument of change with the ability to drive and implement change. Qualifications Equivalent combination of education and experience is considered. Bachelor’s Degree is required. Master’s Degree in relevant field preferred. Minimum of twelve (12) years’ direct experience in fraud operational management in financial institutions is required. Minimum of five (5) years’ experience supervisory experience in fraud operations. Direct experience with fraud call center management, Dialers, Chargeback systems, industry fraud related tools and vendors (FDR, Visa, EWS, SAS, etc.) is required. Expert relevant regulatory knowledge (e.g. Reg E, Z, CC, D, GDPR). Experience building teams ground-up and establishing processes required. Strong interpersonal and collaboration skills required. Proficient in MS Office tools. Highly effective organization, time management, and prioritization skills are essential. Supervisory Responsibility This position will supervise employees. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. Travel Ability to travel to various worksites and be on-call is required. Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256. #LI-CL1