Job Information
UMB Bank Manager - Card Fraud Claims in Washington, District Of Columbia
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
MINIMUM:
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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