Loss Prevention Supervisor
Flagstar Bank FSB

Troy, Michigan

Posted in Banking

This job has expired.

Job Info

Job Summary
The Prevention Supervisor is responsible for supporting the Fraud Manager with driving productivity, quality and overall performance for a team of loss prevention and fraud call center professionals. In this role, the Prevention Supervisor will support the Fraud Manager with daily oversight and leadership of the departmental practices related to fraud concerns such as check, ACH, card, and online fraud; facilitating any escalated customer calls, assisting Fraud Call Center Agents with support calls, a suite of daily prevention reports to identify and stop fraudulent activity before losses to the Bank occur, and meeting service level agreements on case escalations. This position will provide support and feedback for other Loss Prevention and Fraud Call Center staff, and ensure all processes and procedures are executed with high standards of quality and are aligned and executed in compliance with banking regulations. The Prevention Supervisor will support the Fraud Manager by assuming a variety of management functions including tracking and reporting, taking on the role of subject matter expert by providing guidance and expertise to other areas of the bank with respect to fraud and loss prevention related matters, fraud call center and loss prevention metrics, and daily oversight of the Loss Prevention and Fraud Call Center staff while maintaining production and execution of their own workload. This position is responsible for mentoring, training, and developing fraud call center and loss prevention personnel, conducting one on one meetings with staff, and managing the performance evaluation process. Additional responsibilities include assisting with the development of policies and procedures, maintaining regulatory and legislative compliance, and acting as a liaison with business unit partners as required. The Prevention Supervisor will also maintain an active workload and will manage/coordinate complex projects and assist the teams as needed.

Job Responsibilities:

Leadership/Quality Management

  • Support the Fraud Manager with daily oversight and leadership to the departmental practices related to external and internal fraud detection, prevention, investigation, collection, and prosecution.
  • Assists in leading the day to day operations of a Fraud Call Center and Loss Prevention team in a fast-paced environment
  • Works collaboratively with Management to develop strategic plans and implement objectives in support of defined strategy
  • Ensures proper communication with team members for the success of timely implementation of business needs
  • Train Financial Crimes Unit employees and other business units on fraud/loss prevention related matters
  • Maintains awareness of legal and regulatory compliance

Risk Management/Management Reporting
  • Assist the Fraud Manager with management functions including tracking and reporting call center and loss prevention metrics, fraud prevention, and losses
  • Provide subject matter expertise and guidance to other areas of the bank with respect to fraud related matters
  • Identify trends based on recent or recurring activity, providing relevant notification, and suggested mitigating course of action to all affected areas
  • Assist in the development and implementation of strategies and business rules that balance loss prevention, actual loss, cost of execution, and customer experience
  • Participate in root cause analysis discussions to identify opportunities to predict, prevent and mitigate risk within processes and performance
  • Identify gaps in current systems, policies and strategies and take actions to mitigate emerging risks with guidance from managers
  • Recommend enhancements and process improvements based on assessment of systems and processes
  • Assist in the development and execution of trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity
  • Attend Financial Crimes Unit and/or other meetings as delegated by the Fraud Manager

Operations/Agent Development
  • Mentor, train, and develop departmental staff in processes, procedures and systems
  • Conduct one on one meetings with staff and manage performance evaluations
  • Maintain familiarity with systems and applications in order to research inquiries
  • Share job knowledge and best practices with agents for their continued development
  • Provide real-time and/or side-by-side coaching and review recorded calls for continuous improvement of agents
  • Complete all required STAR Academy classes
  • Actively participate in monthly performance meetings; meet or exceed all performance metrics
  • Perform additional responsibilities as assigned by management
  • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures
  • Perform additional responsibilities as assigned by management
  • Maintain a positive work environment through motivation and visibility to agents. The Prevention Supervisor should perform periodic live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls

Customer Service/Agent Support
  • Monitoring and responding to "fraud in progress" and other suspicious calls from internal and external customers
  • Advise branch personnel and bank customers when situations arise which have resulted from holds or freezes placed on their accounts due to potential fraud activity
  • Evaluate loss situations and fraudulent activity to identify suspects and root cause
  • Use knowledge of Uniformed Commercial Code articles, Regulation E, and other regulatory criteria to reduce bank's exposure to loss or gain recovery
  • Respond to inquiries or complaints from customers, law enforcement, regulatory agencies, or members of the business community
  • Recommend preventative measures or process improvements to reduce risk
  • Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Strive to provide all customers with an outstanding customer experience.
  • Evaluate loss situations and fraudulent activity to identify suspects and root causes
  • Report findings/deficiencies, as necessary elevate cases to investigators, and make value added recommendations
  • Recommend preventative measures or process improvements to reduce risk
  • Daily review and analysis of prevention reports (Out of Pattern activity reports, EARNS, Early Warnings, Kiting, Mobile Banking, Online Banking activity review, etc.)
  • Making decisions for the Bank on whether or not to clear checks written against the held accounts. Additionally, collaborate with Loss Prevention Analysts when appropriate
  • Daily decision-making and/or oversight on placement or release of extended holds, account flags and lockouts, restricting ATM card access, and disabling mobile banking based on loss prevention reviews, notifications received from other bank employees, or notification received from external sources
  • Daily decision-making and/or oversight on in-clearing checks written against held accounts

Internal/External Networking
  • Partners with internal partners across the company to effect change and promote awareness through providing targeted training as approved by Fraud department management
  • Establishes, maintains and/or enhances the Flagstar reputation through professionally respected relationships with local, state, and federal law enforcement agencies as well as fraud prevention/investigation professionals throughout the financial community

Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:
  • HS Diploma, GED or Foreign Equivalent
  • Bachelor's Degree Business, Finance, or Criminal Justice Preferred
  • 8+ years of relevant investigative fraud experience and/or management experience related to the financial industry
  • 3+ years of relevant call center experience preferred
  • Knowledge of various fraud schemes and Loss Prevention concepts including but not limited to; online fraud, check fraud, card related fraud, deposit fraud, and employee fraud, understanding prevention and investigation methods for each
  • Excellent written, oral, and presentation skills with the ability to organize information and make clear, concise recommendations on a course of action
  • General knowledge of banking core systems (DNA), Intracheck, ACM, Salesforce, etc.
  • Proficient in Microsoft Office
  • Intermediate technical and computer skills required; ability to navigate quickly within various computer programs
  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure and make sound decisions
  • Ability to look for ways to improve and promote quality
  • Strong understanding of local, state, and federal laws relative to loss/fraud related matters
  • Strong knowledge and understanding of various regulatory structures, Regulation E, and Uniformed Commercial Code articles 3 and 4
  • Creative, team-focused, effective problem solver
  • Ability to multi-task and set priorities
  • Ability to work independently with minimal supervision
  • Ability to display a high level of confidentiality
  • Excellent analytical, judgement, and research skills
  • Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
  • Outstanding written and verbal communication skills with demonstrated ability consulting with all levels of an organization
  • Team-oriented, great at problem solving, able to handle multiple priorities and excel in a dynamic and fast moving environment
  • The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Internal Use Only: Band F

This job has expired.

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