Join us and be part of a forward-thinking team that is committed to redefining the future of commercial banking fraud recovery. As a Fraud Recovery Senior Manager for Commercial Banking, you will play a pivotal role in leading and shaping the business by managing a team of dynamic Fraud Recovery Analysts and Associates. As a strategic leader, you will be responsible for driving transformative change through innovation, executing the firm’s strategic initiatives, and enhancing the client fraud experience. In this capacity, you will engage frequently with internal teams across the bank and external clients, serving as the primary point of contact for complex client requests. Your role will encompass active participation in projects, addressing escalated requests, and implementing enhancements related to Commercial Banking systems, processes, and treasury products, both domestically and globally. You will report to the Vice President, Fraud Recovery Manager, as an integral part of the Commercial Fraud Prevention and Recoveries Team, ensuring alignment with the organization's goals and compliance with regulatory standards.

Job Responsibilities

Be responsible for promoting performance by leading, fostering engagement, driving team performance and enhancing client experience Manage daily responsibilities include managing direct reports, coaching directs, call monitoring, upskilling, resolving client concerns/complaints and coordinate with internal contact point for complex escalations, and serve as SME for Fraud processesInvestigate and process fraudulently negotiated items  (including checks, cashier checks, and withdrawals), the processing of ACH and Wire transactions and the disposition of transactions with clients.  Exhibit ownership of client’s fraud experience and client satisfaction. Ownership of internal communication and status updatesSupport the development and maintenance of policies, procedures, and training materialsProvide regular updates to senior leadership through business reviews and recurring KPI meetings

Required qualifications, skills and capabilities 

Displayed effective leadership. Capable of motivating, developing, supporting, and trainingExcellent communication skills both written and verbal Relevant experience in stakeholder management and client focus Knowledge on Wires, ACH, SWIFT & international payment conventions/practices.Demonstrated consistent professional presence with the ability to adapt to evolving needs and situationsAbility to multi-task effectively and leverage internal resources. Excellent organizational skills and attention to detail.Strong client focus and ability to partner with various internal groups and client coverage. Flexibility to support adjustments to work schedule; Shifts between 8:00 AM – 8:30 PM ET.Must be “On Track” on all performance dimensions from most recent year-end or mid-year review

Preferred qualifications, capabilities and skills

Experience in managing an operations team for 6+ years Experience and a strong working knowledge of various aspects of Fraud strategies