Manager - Card Fraud Claims_

Indianapolis

**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.

**Are you ready to be part of something more?**

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