Fraud Disputes Policy Manager (Brands/Costco) - Hybrid

The Fraud Risk Senior Manager accomplishes results through the management of professional team(s) and department(s). Integrates Fraud Disputes, Investigations, Recoveries, and Network Chargeback subject matter and industry expertise. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Responsibility for working with the Fraud Prevention and Security Operations teams to ensure that Citi's Fraud Investigations and Chargeback processes are optimized relative to loss avoidance, recovery, and operational costs/efficiencies. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.

Responsibilities:

• Responsible for managing the end-to-end Fraud Disputes, Investigations, and Recovery/Chargeback policy across their assigned line of business (Retail Banking, Brands/Costco, CRS).
• Leads the team of 3-4 fraud analysts with the focus on their development in the fraud risk management space and fraud loss mitigation techniques and methodologies; assist junior analysts with prioritization of work and demonstrate Thought Leadership when guiding the team.
• Monitor, assess, and enhance Chargeback and Investigation strategies to maximize efficiency and effectiveness.
• Monitor operational performance reporting and aggregate key insights for stakeholders to coordinate actions and fraud loss mitigation plans; request new or enhanced reporting to evolve with current state.
• Partner with the business to facilitate new product/service delivery processes and tools, assessing impact to the Fraud Dispute policies and processes.
• Maintain awareness of industry trends and communicate to business partners, sharing best practices as applicable.
• Evaluate potential control enhancements which will improve business controls or reduce impacts to good customers, and support the Control group in the evaluation and management of Global policies, Fraud Risk Management Standards and support peer reviews and audits.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years previous Credit Cards related experience.
• 5 years in fraud or risk management or relevant field.
• 5 years people management experience, direct or indirect.
• Credit Card and/or Retail Banking experience required.
• Identifies issues, and outlines scope, probes beyond symptoms to determine the underlying causes of problems.
• Understands businesses processes, risks, and can identify control issues.
• Understanding of fraud management concepts and key drivers of decisioning, as well as implications of policy or strategy actions
• Understanding of basic P&Ls of consumer businesses
• In-depth knowledge of Global Consumer Businesses, threat landscape and fraud management concepts and practices, and performance implications of policy or strategy actions
• Ability to analyze data and use information to develop strategy, garner commitment and make decisions.
• Demonstrated ability to solve problems quickly and effectively, tailoring approach to the situation and audience.

Education:

• Bachelor’s/University degree, or equivalent work experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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