AVP, Electronic Banking & Fraud Operations Manager - Axiom Bank, N.A.

At Axiom Bank, we encourage you to aim for the sky and leverage your expertise and passion to excel. We are a growing, dynamic organization – this is an exciting time to get on board!

We believe in the value of promoting a healthy work/life balance and are committed to recognizing the role everyone plays in our ongoing success. We offer the following benefits to our Full Time Employees:

• 12 Paid Holidays
• Generous Paid Time Off
• 4% Match on our 401(k)
• Medical, Dental and Vision Benefits
• 100% Company Paid Life, AD&D Insurance, Short and Long Term Disability

Key Responsibilities and Accountabilities

Fraud:

• Lead and manage a high-performing function dedicated to card fraud prevention and claims resolution, providing both hands-on support and managerial oversight.
• Oversee third-party vendors, ensuring their systems and tools effectively manage fraud dispute claims.
• Review and adjudicate high-value and complex card fraud claims, optimizing the claims process for efficiency and accuracy.
• Conduct root cause analyses of fraud incidents and recommend corrective actions to prevent future occurrences.
• Maintain meticulous records of all card fraud claims and investigations.
• Serve as a subject matter expert on projects related to card fraud claims, offering guidance and insights.
• Own and enforce fraud policies and procedures within the bank.
• Develop and execute tests and audits to ensure compliance with relevant standards, policies, and procedures.
• Collaborate with the Enterprise Data Analytics department to generate data and reporting that meet business needs.
• Prepare and present regular reports on card fraud claims activity, highlighting key metrics and insights for leadership.
• Deliver professional presentations to various levels of management.
• Ensure adherence to strict timelines for all deliverables.
• Address customer complaints and escalations promptly and effectively.
• Monitor reconciliations for the fraud and dispute suspense general ledger.

Electronic Banking:

• Supervise daily operations of processes and tasks related to Wire Transfers, ACH/EFT functions and maintenance, and other Electronic Banking processes.
• Works closely with vendors, management and regulatory authorities regarding Wire transfers, ATM/EFT, ACH, and Electronic Banking.
• Responsible for developing and updating procedures for operational processes related to Electronic Banking.
•  Regularly monitor and review reports related to EFT disputes, wire transfers, and other electronic banking processes.
•  Makes recommendations regarding operational process improvement
•  Train or coordinate training efforts for department employees on new processes and systems.
•  Verify internal DDA and general ledger accounts are reconciled properly and in a timely manner.
•  Provide operational support to branches and other bank departments.
•  Assist with various back office duties and provide support and coverage when needed.
•  Audit and review questionable transactions and accounts to mitigate operational losses
•  Conduct deposit account research and tracking for error resolution process.
•  Expand and maintain knowledge of all bank products and services.
•  Complete assigned special projects and training as requested.
•  Maintains knowledge of all applicable federal and state laws and regulations, along with banks policies and procedures.
• Maintains appropriate records to assure effective business continuity in his/her assigned role.
• Keep department head informed via regular status meetings or reports on all activities, projects and accountabilities of the team.
• Serves as a backup during absence of one or more team members during planned or unplanned periods to ensure adherence to established service standards.
• Establishes goals and sets priorities for department activities, ensuring maximum efficiency and effectiveness

Supervision of Personnel

• Electronic Banking Specialists.

Working Conditions

• Must be able to work independently. The incumbent will be expected to be able to work Monday through Friday and work will mainly be performed at the Maitland location and hybrid; occasional evening and weekend work may be required. Flexibility with work location and hours may be granted if circumstances permit.

Travel

• None

Qualifications Summary

Education

• High School Diploma or GED equivalent. Associate’s degree or equivalent work experience preferred. 

Experience

• Minimum of 5 years work-related experience in Bank Operations with emphasis on Electronic Banking, ACH/EFT, Debit Card Fraud, and Wire or Funds Transfer System administration, including at least 2 years supervising individual contributors. 
• Relevant certifications in risk and fraud management are preferred (i.e Certified Fraud Specialist or Certified Fraud Examiner).

Knowledge and Skills

• Working knowledge of branch functions, bank products, and banking operations and accounting principles.
• Ability to work well with affiliate bank departments and branch personnel.
• Knowledge of bank systems/applications, processes, and documentation.
• Ability to reconcile transactions with a general ledger.
• Must be accurate and thorough with keen attention to detail.
• Must possess strong customer service skills.
• Must be able to communicate effectively with both customers and other internal employees.
• Must be able to meet deadlines and resolve problems in a timely manner.
• Must be able to develop effective solutions to problems.
• Must be willing to learn and cross-train employees in other job functions.
• Knowledge of computer software and applications including but not limited to Microsoft Outlook, Word, Excel.

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

(Reasonable accommodations may be made to enable individuals with disabilities to perform these tasks. If you need an accommodation, please contact us at hr@axiombanking.com)

Axiom Bank does not discriminate in employment opportunities or practices on the basis of any protected status. It is the policy of Axiom Bank to conduct background, credit reference and drug screening tests as a condition of employment. Drug Free Workplace. EOE/AA/Minority, Female, Disabled, Veteran

Axiom Bank is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities. Any resumes submitted without a valid contract will be considered the sole property of Axiom Bank and no fee will be paid.