Hybrid First Party Fraud Policy Group Manager

at Citi

• Job title: First Party Fraud Policy Group Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $130,880 - $196,320 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Antonio, United States

About the role

• Customer Abuse Group Manager leading fraud identification and mitigation strategies across account portfolios at Citi. Drive innovation and manage a high-performing team for optimal fraud control.

Responsibilities

• Lead efforts to manage the creation of the best-in-class customer abuse identification and mitigation program across all account portfolios, including rewards programs.
• Serve as the primary point of contact for business segments, service partners and product teams to escalate fraud-related matters.
• Drive innovation via thought leadership while maintaining end-to-end view and leveraging Global best practices
• Take ownership of strategy development and deliver tangible business benefit and value (e.g. loss avoidance, expense optimization, enhanced customer experience)
• Develop/maintain robust tracking and monitoring practices; continually ensure processes (the “how”) are optimized to enable rapid decisioning
• Manage and develop high performing team; establish bench strength to support needed fraud capabilities and business goals
• Developing and executing effective root cause and lessons learned strategies that drive continuous improvement in the bank’s oversight and execution of fraud risk management.
• Review and understand latest fraud/customer abuse trends and communicate directional areas of focus to the business, Operations and Analytics.
• Identify emerging risks and threats and specify potential areas for Operational and Analytic improvements.
• Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost.
• Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively.
• Participate on cross-functional teams to enhance the Fraud Management process.
• Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls.
• Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency.
• Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts.

Requirements

• 10+ years relevant experience, preferred
• Excellent communication skills – verbal & written
• Bachelor’s degree or equivalent experience
• Disputes/Claims OR Bank/Card fraud management experience, preferred
• Disputes/Claim Regulatory knowledge preferred
• Possesses strong institutional knowledge
• Ensure adherence to all regulatory, control and compliance requirements
• Identifies issues and outlines scope.
• Probes beyond symptoms to determine the underlying causes of problems
• Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency while balancing a need for action with a need for analysis
• Demonstrated ability to execute upon prioritized business goals/action plans
• Understands businesses processes, risks and can identify control issues
• Strong analytical skills
• Ability to work independently and influence others
• Strong project management ability
• Strong verbal and written communication skills
• Excellent problem solving, conflict resolution and change management skills

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays