Loan & Fraud Operations Manager - Full-time / Part-time

The Loan and Fraud Ops Manager reports to the Director of Online Operations and, is responsible for managing the Loan and Fraud Ops department. This position requires an individual who easily adapts to support a dynamic business and strives for continuous improvement. Furthermore, this position supports the Customer Service, Risk, Customer Service external customers, and various internal departments with:

• Ability to lead fraud prevention, detection strategies for company's digital channel
• Position will interface with Credit Risk team along with other key company partners
• Create and maintain fraud and loan operations based policies and procedures
• Define controls and risk processes to help manage fraud flags used in processing applications through the digital channel
• Analyzing, designing and implementing enhancements to improve customer application experience while maintaining fraud rule strategies
• Collaborate with applicable teams to introduce automated based fraud rules designed to reduce risk and application costs
• Develop and execute efficiencies, with the customer in mind, to assist in streamlining the loan origination process.
• Produce reporting/KPIs to understand performance against default risk for management awareness
• Follow industry trends and new vendor solutions for potential additions/enhancements to assist in combating fraud

Manage Loan and Fraud Operations:

• Team of agents to help them understand their roles and expectations set by the company.
• Understanding and defining the goals of the organization to help motivate staff and overall performance.
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies and completes other duties as assigned.
• Responsible for developing presentations, communicating action plans and defining point of sale enhancements related to fraud
• Develop and implement effective fraud detection and prevention strategies to mitigate fraud losses while ensuring an appropriate balance between risk and customer experience
• Strong analytical skill set
• Proactively identify fraud detection issues at the strategy and portfolio level and provide analytical/modeling solutions.
• Leverage customer data to build risk segmentation and mitigation strategies.

Influence support needs:

• Supervise a team of Loan and Fraud Ops professionals to include, but not limited to, motivating a team to strive, reach and/ or exceed goals by understanding key performance indicators.
• Provide consistent coaching and development to agents including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.
• Identify portfolio monitoring gaps and work with DBA and BI team to develop and build necessary reporting

Drive excellence:

• Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
• Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management, the field, and clients.
• Apply subject matter expertise to the prioritization and planning of projects in conjunction with fraud management policies and strategies.

Manage teams:

• Manage team goals, staffing, controlling expenses, scheduling and daily tasks.
• Performance reviews, performance improvements plans, extend disciplinary actions and documentation.
• Provide program and agent performance reporting as required, including statistical analysis and reporting.

Maintain teamwork:

• Work with the Risk and Underwriting teams to ensure they are abreast with current findings in fraud and possible identify theft and ensure proper actions are put in place both short and long term.
• Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.
• Ability to help mentor and develop high performing agents that will continue to enhance the company's growth.

Equivalent Education Level Required: Associate degree or equivalent combination of education and experience required. Bachelor degree preferred.

Experience Required: Minimum 5+ years of Consumer Finance related experience or 5+ years analysis and data mining experience preferably in a risk/fraud management context. Experience in statistical and data analysis.

Knowledge Required: Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environments; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships. Knowledge of or ability to quickly utilize all technology required in the completion of duties.

Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Travel: 0-20%

Attire: Professional attire (as required by company standards).

Other: Must be eligible to work in the USA and able to pass a background check, drug screen, and reference check.

May need to work occasional after business hours and/or support staff remotely. Current Contact Center hours are 8:00am - 9 pm Monday through Friday and 9am - 6pm on Saturday.

Keywords: fraud, fraud operations, loan operations, bank cards, credit card. online, risk management, management, online operations, credit risk, digital channel, customer service, analytic reporting