Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Supervisor, Risk Program Management will oversee the Enhanced Fraud Services team to ensure service excellence and operational efficiency while managing team performance and development.

Responsibilities

• Using sound judgment, oversee, analyze, and respond to escalated financial institution calls/emails/mail within departmental SLA’s or on-demand when necessary
• Establish monthly, quarterly, and annual employee performance reviews. Review with department manager-employee performance, personnel action plans, future team development ideas/action plans
• Maintain awareness of fraud/non-fraud issues, business and consulting trends and keep upper management aware of any ongoing issues
• Hold regular department meetings to keep staff updated on issues relevant to the team, identify any challenges, or problem areas, which are likely to impede the team’s progress and discuss individual and team strategies for success utilizing positive, and effective, training, and coaching techniques
• Oversee individual and departmental training needs and professional development plans
• Responsible for the interviewing, hiring/dismissal – onboarding of permanent employees
• Leader for departmental employee engagement opportunities
• Responsible for assigning FI’s/work assignments to individual Consultants and Specialists. Provide oversight and direction for work assignments, priorities, and training
• Monitor individual and team performance to ensure established department service levels and critical issue response times are met
• Oversee department quality and adherence to procedures as well as providing timely feedback to employees regarding their activities and adherence to SLA’s
• Provide insights to management on trends and areas of opportunities for team improvement
• Assist in marketing and sales initiatives, contributing content, thought leadership and intellectual property
• Create and deliver effective EFS/ Risk Management and Member Experience PowerPoint presentations for internal/external audiences
• Support the need for a subject matter expert in customer Demo and ROI calls as needed with Solutions Consulting on behalf of the EFS team
• Contribute in the operational and procedural development or creation of expanded solutions and offerings for the EFS team inclusive of analytic reporting projects
• Manage EFS projects in conjunction with internal/external partners – ensure that projects undertaken by the EFS team are progressing in accordance with desired individual/team/ management outcomes and SLA’s
• Use effective communication skills (oral and written) in all facets of the Supervisory role, inclusive of policy/procedure generation, management, team and customer interactions
• Collaborate with Management across the enterprise on both EFS/Non EFS related issues to foster a positive experience

Skills

• Bachelor's degree in business administration or related field or equivalent combination of education and experience required
• Seven (7) years within the financial service industry required
• Five (5) years professional experience in risk management and/or fraud experience required
• Three (3) years experience leading project teams, team lead, and/or supervisory experience required
• Experience with data analytical tools required
• Experience with fraud mitigation industry tools within the financial service industry required
• CFE preferred
• Experience with financial institution core processing systems preferred
• Project management experience preferred

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

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