The Director of Fraud Mitigation is responsible for leading the credit union’s fraud mitigation strategy, including prevention, detection, response, resolution, and continuous improvement. This role oversees fraud operations impacting member accounts, payments, and digital channels while ensuring regulatory compliance, operational effectiveness, and a consistent, member-centered experience.
The Director balances risk management, fraud loss prevention, and member advocacy, ensuring fraud-related processes are scalable, data-driven, and aligned with the credit union’s mission and values. This role partners closely with Member Experience, Payments, Processing, Digital, and Security & Compliance to reduce fraud losses, eliminate systemic issues, and strengthen frontline readiness. The Director is responsible for fostering a positive and inclusive workplace culture, while driving employee growth and development.
Essential Functions & Responsibilities:
Model exceptional service to both intenal and external members and demonstrate a strong commitment to the organization's Do More Good culture by leading by example, fostering a positive work environment, and promoting our core values in all interactions.
Develop strategy and oversee daily operations, manage team performance, and ensure alignment with organizational scorecard and priorities by setting and holding staff accountable to clear goals, providing regular feedback, and facilitating effective communication.
Conduct regular performance evaluations, provide constructive feedback, and manage performance modifications in accordance with UICCU policies to ensure accountability and continuous improvement.
Lead the credit union's fraud mitigation strategy, including prevention, monitoring, investigation, and resolution across deposit, loan, card, ACH, digital banking, and payment channels.
Provide leadership and direction to fraud mitigation staff, setting clear expectations, goals and performance standards aligned with organizational scorecard and risk tolerance.
Oversee daily fraud mitigation and resolution operations, ensuring timely, accurate, compliant, and member-focused outcomes.
Drive root cause analysis of fraud trends, losses, repeat victimization, and systemic breakdown, translating insights into sustainable process, policy and control improvements.
Partner with other credit union department leaders to strengthen fraud controls, tools, monitoring, and escalation paths.
Partner with Security and Fraud Analyst to share data, monitor trends, make parameter adjustments and process changes as needed.
Oversee fraud resolution workflows and ensure consistent utilization of fraud systems and technologies.
Identify and implement process improvements and innovative solutions to enhance departmental efficiency, reduce costs, and support overall organizational goals.
Prepare, manage, and adhere to the departmental budget by forecasting expenses, monitoring expenditures, and identifying cost-effective fraud mitigation solutions.
Effectively manage and resolve internal and external member escalations by identifying issues, implementing solutions, and ensuring member satisfaction while maintaining a professional and empathetic approach.
Experience
Three years to five years of similar or related experience.
Education
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills
Work involves much personal contact with others inside and outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Salary and Benefits:
Starting salary for this position is $69,266 per year.
Comprehensive insurance options including Health, Dental, Vision, and life insurance for full-time employees.
401K eligibility, including company match program, after one year of employment.
Generous paid time off benefits!
