Fraud Supervisor

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GENERAL FUNCTION:

Fraud Supervisors facilitate workflow, monitor productivity/performance for fraud functions, and ensure staff compliance with Bancorp policies and procedures. The first level of management in Fraud Operations, incumbents provide leadership to an operations team of Fraud Analysts. Fraud Supervisors serve as an internal expert on problem resolution best practices, providing guidance to functional areas and lines of business to address risk to the Bank, as well as improving the overall customer experience.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage a team of direct reports to ensure efficient and effective management of the team, coaching to meet performance, quality of work and customer service standards.
• Monitor staff and performance daily for production output to meet required fraud function deadlines and communication service level performance.
• Assist in the development of training programs as well as policies and procedures for the department. 
• Participate in setting departmental performance measurements and hold staff accountable.
• Conduct staff meetings and daily or weekly team huddles to ensure team is kept up to date on bank and fraud department policies/procedure changes.
• Serve as a liaison with Information Technology in the development, enhancement, and ongoing maintenance of Fraud Operation systems.
• Communicate significant issues to management, making recommendations when weaknesses are identified.
• Promote teamwork and the cross training of employees.
• Handle escalated customer/client account inquiries to resolve complex issues involving actions as a result of fraud or suspicious activity.
• Ensure appropriate escalation of customer service, operational and/or employee problems.
• Serve as subject matter expert on project teams as requested.
• Work alert queues, cases, and assist with fraud communication calls/chat, as needed. 
• Assume additional responsibilities and lead special projects as assigned. 

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor's degree or equivalent work experience required. Criminal justice, business, or accounting field of study preferred. 
• Five + years’ experience in banking, financial crimes, or equivalent experience, with one year of supervisory experience preferred.
• Expert level knowledge of fraud department processes and products to serve as the first line of support in resolving internal and external customer issues.
• Demonstrated leadership skills in creating an environment where employees are excited, engaged, and capable of delivering optimum performance.
• Resourceful, flexible, high energy, and assertive. 
• Strong organization and communication skills. 
• Ability to negotiate and collaborate with others, initiate action, adapt to change, make difficult decisions and accept challenging assignments.
• Must be proactive in identifying potential concerns and following up to resolve issues.
• Possess the ability to work independently and meet deadlines. 
• Must be proficient with a variety of computer-based systems and Microsoft Office products.

WORKING CONDITIONS:

• Position is on-site.
• Normal office environment with little exposure to dust, noise, temperature, and the like.
• Extended viewing of a LED/LCD computer monitor.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.