Fraud Operations Manager

WASHINGTON TRUST BANK • Spokane, WA • 3h ago

Description
Responsible for the Fraud operational functions of the FRAML team at Washington Trust Bank and for leading and optimizing fraud detection, investigation, and prevention operations across the organization. The role oversees day-to-day fraud operations, manages teams and workflows, and partners with cross-functional stakeholders to reduce fraud losses while maintaining a positive customer experience. Has knowledge of department processes and services sufficient to proactively plan, analyze, coordinate operations and direct resolution of issues with minimum supervision. Uses data, controls and operational discipline to identify trends, mitigate risk, and ensure compliance with internal policies and regulatory requirements. Provides oversight of and direction to the FRAML Assistant Manager to include daily supervision, coaching and mentoring. Works in conjunction with the Director of Financial Crimes and the AML Operations Manager to oversee the FRAML department's function by monitoring and assessing staffing needs to assure the department has sufficient capacity to meet operational requirements by identifying innovative solutions to meet department workflows, and by updating and maintaining department operational procedures, ensuring applicable regulatory requirements are met.
ESSENTIAL FUNCTIONS
Fraud Operations & Strategy
Lead endtoend fraud operations including detection, investigation, case management, recovery, and escalation processes.
Develop and execute fraud prevention strategies aligned with organizational risk appetite and business objectives.
Monitor fraud trends, emerging threats, and typologies to proactively enhance controls and processes.
Balance fraud risk mitigation with customer experience and operational efficiency.
Team Leadership & Management
Manage, coach, and develop the Fraud Assistant Manager and Fraud team.
Set clear performance expectations, conduct regular reviews, and support career development.
Establish staffing models, schedules, and workloads to meet service-level agreements (SLAs).
Foster a culture of accountability, quality, and continuous improvement.
Analytics, Reporting & Metrics
Define and track key fraud metrics, including fraud losses, false positives, productivity, and quality.
Analyze fraud data to identify root causes, control gaps, and improvement opportunities.
Prepare and present regular reporting to senior leadership and risk stakeholders.
Partner with data and analytics teams to enhance monitoring, rules, and models.
Process Improvement & Controls
Design, document, and maintain fraud operational procedures and controls.
Identify inefficiencies and implement automation, tooling, or process enhancements.
Ensure consistent application of fraud policies, escalation protocols, and decisioning standards.
Support audits, risk assessments, and control testing related to fraud operations.
Cross-Functional Collaboration
Partner with Risk, Compliance, Legal, Product, Technology, and Customer Support teams.
Support new product launches or process changes with fraud risk assessments and control design.
Serve as a subject matter expert for fraud-related issues and incidents.
Coordinate responses to significant fraud events or emerging threats.
Compliance & Governance
Ensure fraud operations comply with applicable laws, regulations, and internal policies.
Support regulatory exams, internal audits, and external reviews as needed.
Maintain documentation, evidence, and audit trails for fraud-related activities.
QUALIFICATIONS
Preferred associate or bachelor's degree in business administration, risk management, Criminal Justice, Finance, or related field or an equivalent combination of education and experience.
Professional certifications (e.g., CFE, CAFP, CAMS, or CRCM) a plus.

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