Fraud Monitoring Supervisor, Miami, Florida
The Fraud Monitoring Supervisor manages and supervises the Fraud Monitoring team and establishes standards and monitoring processes to identify and resolve performance issues with team and service systems and procedures. Will serve as a liaison between the monitoring team and other teams within Fraud Prevention to ensure synergy in fraud operations, including support in investigation of fraud cases and responding to new patterns and events.
Duties and responsibilities include:
- Plan and draft or direct policies, procedures and systems to manage fraud losses.
- Carry out supervisory responsibilities, including planning, scheduling, reporting, evaluations, quality reviews and facilitating meetings. Ensure monitoring coverage during hours of operations.
- Develop staff through training and information sharing
- Manage client calls that may need to be escalated
- Collaboration with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets.
- Lead projects and initiatives related to continuous improvement processes within the monitoring group in order to increase efficiency, reduce cost to prevent fraud.
- Support Analysis team in confirming fraud findings in the Debit card portfolio.
- Perform 'ad hoc' analysis or studies based on specific fraud situations.
- Analyze calls escalated from Call center on suspicious calls/ failed authentications to determine if further investigation is needed.
- Evaluate, analyze and confirm initial detection of fraud patterns and use finding to uncover additional instances and fraud patterns
- Adheres to all bank policies and bank compliance.
- Keep abreast of Fraud trends both internal and external
- Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues
- To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.
- Work with partners across Amerant Bank as liaison in the implementation of projects/strategies/initiatives with fraud implications.
- Work with peers and external stakeholders to understand fraud trends, leading practices, and emerging risks and treats.
- Maintain current with technological changes and advancements related to fraud detection processes.
Functional Skills & Knowledge Requirements:
- Must be a team player, have the ability to work under pressure, have a professional image and be able to resolve problems and conflicts with a sense of urgency.
- Must be able to prioritize work and effectively manage time.
- Must possess business communications skills such as advanced writing, listening and have basic office and mathematics skills, and customer service skills.
- Possession of professional skills such as report writing, basic statistics, effective presentation skills and creative skills are required.
- Must possess delegation skills as well as supervisory, decision making, motivational and coaching skills.
- Must be able to effectively hire, discipline and manage assigned workforce as well as conduct performance evaluations.
Minimum Education and/or Certifications Requirements:
Associate degree in Business, Criminal Justice or similar discipline required. Bachelor's degree preferred.
Minimum Work Experience Requirements:
Three years supervisory experience in fraud, bank card operations or loss prevention/risk environment required. Must be able to work a flexible scheduled including nights, weekends and holidays.
Technical and/or Other Essential Knowledge:
Excellent English and Spanish verbal and written communication skills. Active listening skills and strong problem- solving and analytical skills. A clear speaking voice and quick and logical thinking skills also required. Previous experience with Internet and MS Office Skills, including MS Word Advanced, MS Excel Advanced and MS PowerPoint Level II required. Bank applications knowledge a plus.
Physical Demands. Reach, handle, walk, and sit for long periods of time. Sit at desk 90% of the day and operate a word processor with related software and bank systems.
Stressors: Shifting attention from one system to another throughout the day. Must be able to keep up with constant changes in procedures and products.