Santander: Manager, Claims & Fraud Operations

Manager, Claims & Fraud Operations-2004254 DescriptionAs a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits.

With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals.

Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

The Manager of Fraud Investigations leads a team responsible for efforts to detect, prevent and mitigate fraud risks and losses, maximize fraud loss recoveries, and manage the effective and timely resolution of disputed transactions.

This leader will be focused on ensuring that external fraud investigations are completed in a thorough and effective manner and that all cases meet various regulatory requirements.

The successful candidate will lead a team that is responsible for: Investigation of various types of suspicious activity and the coordination with internal and external partners (including law enforcement agencies) to take care of customer accounts and to reduce potential exposure to criminal activities.

Quality Control (QC) of case documentation to ensure all procedures were followed, appropriate evidence is documented, and proper decisions were made regarding the case.

Quality Control of Suspicious Activity Reports (SARs) to ensure all SARs meet regulatory requirements and are completed in a timely and thorough manner.

Review of continuing activity in accounts where suspicious activity had previously been identified.

Initial review of cases to determine who they should be assigned to and to identify any potential trends in case activity, including identifying if cases should be grouped together to help law enforcement apprehend suspects.

Data analysis and reporting to ensure that the team and the work content are managed properly using clear management information and the creation of reports to senior leaders and various internal stakeholders.

Responsibilities also include enabling a high-performing team by providing excellent coaching and actionable feedback, streamlining operations by applying lean principles, managing risk, ensuring regulatory compliance, overseeing payment-related operations (e.G., chargebacks), optimizing operational productivity and quality, and driving continuous improvement.

Qualifications Bachelor’s Degree or equivalent work experience of 5-9 years Banking experience preferably in operations and/or fraud prevention Ability to maintain confidentiality Ability to think out of the box and recommend viable solutions under the circumstances Able to adjust to a rapidly changing environment Able to manage multiple tasks or projects Able to work independently as part of team Excellent inter-personal and partnering skills to facilitate effective working relationships Excellent problem-solving skills and ability to make swiftly escalate issues to senior staff when needed Exceptional documentation and process management skills Excellent verbal and written communication skills Good planning and organizational skills Knowledge of FIS fraud products and service offerings Knowledge of back-end systems supporting payment transactions, servicing products and operational procedures Knowledge of federal and state regulations and laws regarding fraud-related issues Knowledge of the principles, processes, procedures and trends of fraud and fraud prevention Self-directed and results-driven with demonstrated ability to capture and document the needs of the business Self-starter who proactively seeks learning and development opportunities Strong Technical Skills and proficiency in launching applications and maneuvering in a Windows based environment Strong analytical, research and attention to details skills Understands our risk systems and supports analysis that surfaces patterns, trends, and bugs that help inform our fraud policies and processes while directly impacting the business Working knowledge of MS Office, i.E., Excel, Word, PowerPoint and computer navigation and operation skills Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately Makes extra effort to satisfy customers’ needs and meet commitments Builds and maintains one’s network of contacts and resources and knows who to involve in problem resolution Communicates in a timely and straightforward manner Probes for additional information, clarifies assumptions and confirms agreed-upon actions Keeps everyone involved informed about progress and issues Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change Provides assistance and coaches less experienced team members Executes risk management process and procedures without management direction, and demonstrates awareness of expected results Knows the relationship and impact of actions and results Has an understanding of regulations impacting area supported Follows through to meet commitments to others Takes responsibility for achieving strong results, despite balancing multiple complex demands Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious Stays current with industry and regulatory trends and emerging risk issues Has good understanding of current market and competitive landscape that the organization operates within Job:Business OperationsPrimary Location:New York-New York-200 Liberty Street 06488 Liberty StreetOther Locations:Pennsylvania-Philadelphia-1500 Market Street 06439 1500 Market Street-Corp, Rhode Island-East Providence-95 Amaral Street 06359 Santander Way, Massachusetts-Boston-75 State Street 06366 State Street-Corp, New Jersey-Florham Park-200 Park Avenue 06400 Florham Park, Massachusetts-Dorchester-2 Morrissey Boulevard 06367 Columbia Park-Corp, Pennsylvania-Villanova-Two Aldwyn Lane 06386 Villanova Aldwyn 2Organization:SBNA Operations (5000)Schedule:Full-time Job Posting:Dec 9, 2020, 11:02:58 PM