About the job

Duties & Responsibilities

The Manager, Card Fraud Claims, will oversee and manage the UMB card fraud claims process, ensuring timely and accurate resolution of fraud cases. The role will lead a team of fraud analysts and assist in developing strategies to mitigate card fraud claims risk. This role will also assist with the oversight and management of third-party card fraud claim vendors and ongoing card fraud claims monitoring, tracking, and reporting.

Responsibilities will include

Manage a card fraud claims team.Oversee third-party vendors and their systems and tools for managing fraud dispute claims.Continually evaluate the effectiveness of the case management process.Validate both UMB and vendor performance and adherence to the applicable regulatory requirements governing fraud claims for cards.Develop and implement tests and audits; monitor and ensure compliance with standards, policies, and procedures.Work closely with the Enterprise Fraud Data Strategy Manager to produce appropriate data and reporting to fulfill overall business needs.Support UMB's line of business partners and third-party vendors in identifying adverse customer impacts, providing solutions, and implementing change to ensure the best customer experience.Review and decide high-value and complex card fraud claims.Prepare regular reports on card fraud claims activity, including key metrics and insights.Conduct root cause analysis of card fraud claim incidents and recommend corrective actions.Maintain accurate and detailed records of all card fraud claims and investigations.Provide subject matter expert support on projects relevant to card fraud claims.Communicate regularly with peer banks and industry organizations to maintain awareness of industry risks and trends.Stay current with UMB's fraud policies and procedures.Furnish and deliver professional presentations to multiple levels of leadership.Deliver to stringent timelines confidently.Manage customer complaints and escalationsMonitor fraud and dispute suspense general ledger reconciliationsOther duties as assigned.

Knowledge & Skills

MINIMUM

Knowledge of card processors fraud detection tools and technologies (TSYS experience preferred)Familiarity with regulatory requirements related to credit card fraudDemonstrates in-depth knowledge of back-office fraud claims processingDemonstrates knowledge of report building and presentation of analysis resultsAdvanced knowledge of Microsoft Office suite (emphasis on Excel)Exhibit aptitude for problem-solving, analytics, and reportingOperates under very limited supervision while showing the ability to work proactively & collaboratively in a team environmentHolds strong written communication skills along with the ability to manage time and meet deadlinesDemonstrates ability to work proactively & collaboratively in a team environment and the ability to partner with multiple lines of business to achieve a common goalExtensive knowledge of the Visa/MasterCard chargeback process

Requirements

MINIMUM

High School educationSome College-completedThree (3) plus years of experience managing and leading a teamFive (5) plus years of card fraud claims operations experience

Preferred

College DegreeTSYS TS2 and/or TSYS TMS experience

Compensation Range

Minimum $69,230.00 - Maximum $179,300.00

The posted compensation range on this listing represents UMB’s standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

Are you ready to be part of something more?

You're more than a means to an end—a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.

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