Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Mountain America Credit Union (MACU) is a financial institution with over $20 billion in assets with branches in the mountain west area. The Director of Fraud Investigation Disputes and Recovery leads a high-performing team responsible for safeguarding Mountain America Credit Union and its members from fraud-related financial loss. This role provides strategic oversight for investigations fraud operations member disputes and recovery functions. The Director collaborates closely with enterprise partners vendors and law enforcement to reduce exposure enhance member trust and ensure compliance with regulatory and operational policies.

Job Description

LOCATION

Mountain America Center

9800 S Monroe St
Sandy UT 84070

SCHEDULE

Full Time

*This position can be hybrid in office and remote work depending on business need.

To be effective an individual must be able to perform each job duty successfully.

• Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Investigation Disputes and Recovery; builds a high performing team with succession plans cross-training stretch goals and objectives for each team member.
• Working with VP of Fraud Management define the strategic plan for the development and maintenance of MACUs Fraud Investigation Disputes and Recovery Team platforms policies procedures and standards. Responsible for implementation execution and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience.
• Leads the design implementation and execution of a robust fraud investigation and recovery framework across all channels and products.
• Directs dispute resolution operations ensuring compliance with Regulation E Z CC Visa NACHA rules and internal SLAs.
• Develops and maintains departmental KPIs SLAs and quality standards to measure operational performance and fraud loss mitigation.
• Collaborates with enterprise fraud strategy and analytics teams to identify emerging fraud trends and adjust response strategies accordingly.
• Manage and mentor managers and staff in investigations disputes and recovery teams.
• Oversees workforce planning resource allocation and performance management.
• Cultivates a culture of accountability collaboration and continuous improvement.
• Partners with legal compliance IT security digital banking operations and member services to design and refine fraud prevention and response strategies.
• Works closely with risk partners to align fraud mitigation with enterprise risk appetite and governance expectations.
• Oversee end-to-end recovery efforts including chargebacks restitution and coordination with law enforcement.
• Ensure timely and accurate fraud reporting SAR filings and case documentation for internal use and external audits/examinations.
• Supports internal audits and regulatory reviews by providing detailed fraud case histories and internal control procedures.
• Bring deep industry knowledge and stay current on evolving fraud trends regulatory changes and compliance expectations. Establish a process to regularly monitor interpret and summarize key updates. Ensure timely communication of relevant changes to internal stakeholders and incorporate them into team practices training and operational procedures to maintain compliance and industry alignment
• Perform other duties as assigned.

KNOWLEDGE SKILLS and ABILITIES

EXPERIENCE

• 8 years of progressive experience in fraud risk management investigations or financial crimes
• 5 years of progressive leadership experience managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively.

EDUCATION

• Bachelors degree in business criminal justice finance risk management or related field (required). Advanced degree or minimum of 4 years of progressive experience working in a financial or fraud-related setting. Education must be from an accredited institution. Education and work experience will be verified. Masters degree preferred.

Licenses Certifications Registrations

• Professional certification (CFE CAMS CRCM) preferred.
• Certified Financial Crime Investigator or other related certification preferred

Managerial Responsibility

• Has supervisory/managerial responsibilities that are direct or through work leaders or assistants typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises coordinates and reviews the work of assigned staff.
• Recommends candidates for employment conduct performance evaluations and salary reviews for assigned staff and apply company policy.

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook Word PowerPoint and Excel (including statistical add-ons).
• Proficiency with fraud case management platforms dispute systems and data tools (e.g. Verafin Quinte Quavo Fiserv Jack Henry NICE Actimize SAS etc.)

Language Skills

• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
• Demonstrated ability to clearly express ideas methodology results and recommendations verbally in writing and through insightful reports and graphic illustrations.

Other Skills and Abilities

• Ability to Influence and engage with executives articulating complex strategies and their business implications.
• Strong working knowledge of Regulation E Z CC UDAAP and dispute processing standards
• Excellent leadership and people development skills.

• Experience investigating application fraud account takeover customer scams and mule activity while maintaining high quality customer service.
• Experience in all applicable fraud related compliance regulations and applicable laws.
• Strong business acumen and ability to interface with executive management.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
  Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
• Adaptive to change responds positively to altered circumstances or conditions
  Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
• Excellent interpersonal skills including the ability to lead and collaborate with ad-hoc teams
• High level of analytical organizational and decision-making skills
• The ability to effectively present information to groups and appropriately represent Mountain America is public and media appearances.
  

PHYSICAL ABILITIES/WORKING CONDITIONS

Physical Demands

Able to talk hear sit use hands to handle or feel and reach with hands and arms consistently

Able to stand walk kneel and crouch occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less) distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut either remotely or in-person.***

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.