Manager - Card Fraud Claims

*Duties & Responsibilities
• The Manager, Card Fraud Claims, will oversee and manage the UMB card fraud claims process, ensuring timely and accurate resolution of fraud cases. The role will lead a team of fraud analysts and assist in developing strategies to mitigate card fraud claims risk. This role will also assist with the oversight and management of third-party card fraud claim vendors and ongoing card fraud claims monitoring, tracking, and reporting.
Responsibilities will include:
• Manage a card fraud claims team.
• Oversee third-party vendors and their systems and tools for managing fraud dispute claims.
• Continually evaluate the effectiveness of the case management process.
• Validate both UMB and vendor performance and adherence to the applicable regulatory requirements governing fraud claims for cards.
• Develop and implement tests and audits; monitor and ensure compliance with standards, policies, and procedures.
• Work closely with the Enterprise Fraud Data Strategy Manager to produce appropriate data and reporting to fulfill overall business needs.
• Support UMB's line of business partners and third-party vendors in identifying adverse customer impacts, providing solutions, and implementing change to ensure the best customer experience.
• Review and decide high-value and complex card fraud claims.
• Prepare regular reports on card fraud claims activity, including key metrics and insights.
• Conduct root cause analysis of card fraud claim incidents and recommend corrective actions.
• Maintain accurate and detailed records of all card fraud claims and investigations.
• Provide subject matter expert support on projects relevant to card fraud claims.
• Communicate regularly with peer banks and industry organizations to maintain awareness of industry risks and trends.
• Stay current with UMB's fraud policies and procedures.
• Furnish and deliver professional presentations to multiple levels of leadership.
• Deliver to stringent timelines confidently.
• Manage customer complaints and escalations
• Monitor fraud and dispute suspense general ledger reconciliations
• Other duties as assigned.
• Knowledge & Skills
• _MINIMUM:_
• Knowledge of card processors fraud detection tools and technologies (TSYS experience preferred)
• Familiarity with regulatory requirements related to credit card fraud
• Demonstrates in-depth knowledge of back-office fraud claims processing
• Demonstrates knowledge of report building and presentation of analysis results
• Advanced knowledge of Microsoft Office suite (emphasis on Excel)
• Exhibit aptitude for problem-solving, analytics, and reporting
• Operates under very limited supervision while showing the ability to work proactively & collaboratively in a team environment
• Holds strong written communication skills along with the ability to manage time and meet deadlines
• Demonstrates ability to work proactively & collaboratively in a team environment and the ability to partner with multiple lines of business to achieve a common goal
• Extensive knowledge of the Visa/MasterCard chargeback process
• Requirements
• High School education
• Some College-completed
• Three (3) plus years of experience managing and leading a team
• Five (5) plus years of card fraud claims operations experience
_PREFERRED:_
• College Degree
• TSYS TS2 and/or TSYS TMS experience
• Compensation Range:
• Minimum: $69,230.00 - Maximum: $179,300.00
_The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information_
UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.
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