Manager, Fraud Chargeback and Recovery (Hybrid)

The Mom Project is proud to support our client, a retail banking institution based in Chicago, with their search for a Manager, Fraud Chargeback & Recovery to join their team!

We are seeking an experienced manager to handle the fraud & non-fraud Reg E disputes. In this role, the successful candidate will manage a high-performing team of onshore & offshore analysts handling a significant volume of electronic funds transfer disputes while ensuring full compliance with Regulation E, AML, and other relevant banking & association requirements. The successful candidate will oversee the day-to-day operational processes for the disputes team. Demonstrated leadership experience and in-depth knowledge of debit card dispute processing (pre/post chargeback), Regulation E, NACHA, Zelle, ATM, and Mastercard core rules required.

• Team management and Leadership experience – Preferred
• Proficiency in Microsoft Office
• Chargeback & Recovery experience – Preferred
• Reg E experience – Preferred

​This is a Hybrid role. Currently, there is a min. requirement of 2 days in the office, but this may increase based on the company's direction.

Conducts investigations to identify, assess, decide, and report on activity that indicates an exposure to financial crimes. Ensures potential threats and investigations are evaluated, documented, managed, and escalated by following standard operating procedures. Provides subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with criminal risk frameworks and standards to ensure compliance as well as support trending, analysis, and insights generation.

Responsibilities:

• Fosters a culture aligned to the company's purpose, values, and strategy, and role models their values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to the company's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow-through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Acts as a trusted advisor to the assigned business/group.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Helps determine business priorities and the best sequence for the execution of the business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Builds effective relationships with internal/external stakeholders (e.g., law enforcement agencies and other Financial Institutions to collaborate in investigations).
• Ensures alignment between stakeholders.
• Breaks down strategic problems and analyses data and information to provide insights and recommendations.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis, and/or streamlined reporting.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities, including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.
• Performs in-depth, holistic investigations and provides consultation and analysis to stakeholders.
• Develops and manages a business/group program.
• Reviews the program for effectiveness, considers industry trends, and recommends enhancements; makes changes as required.
• Leads/participates in the design, implementation, and management of core business/group processes.
• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate, and determine required actions.
• Supports the collection of evidence and information to be used for multiple purposes, including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.
• Document actions and information found throughout the investigation to develop and maintain account/case files.
• Develops and maintains an understanding of the financial crime management processes, frameworks, and techniques.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Analyzes data and information to provide insights and recommendations.
• Executes routine tasks such as service requests, transactions, queries, etc., within relevant service level agreements.
• Provides notification, information, and instructions to internal/external stakeholders related to incidents as necessary.
• Focus is primarily on business/group within the organization; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical, and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

Skills and Qualifications:

• Typically, between 5 - 7 years of relevant experience and a post-secondary degree in a related field of study or an equivalent combination of education and experience.
• Investigative or compliance-related experience is required.
• Knowledge of banking products, services, processes, and organization is an asset.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Data-driven decision making - In-depth.

Hours and Location

• Monday - Friday, 40 hours/week
• Hybrid - 2 days onsite, 3 days remote/week

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be prorated based on the number of hours regularly worked. For commission roles, the salary listed above represents the company's expected target for the first year in this position.