Fraud/Quality Control Assistant Manager

The Fraud/Quality Control Manager supports the prevention, detection, investigation and mitigation of fraudulent/erroneous activity relating to deposit accounts. The manager leads, drives, and oversees the daily functions, productivity, and effectiveness of the Fraud/Quality Control Department. The manager optimizes department work flow and performance to ensure best practice in combating fraud and ensuring quality of business process, policy, and regulatory requirements. The manager ensures departmental support of internal and external customers and engages in day to day departmental workflow and workloads. The manager provides ongoing coaching, professional development, and learning opportunities to direct reports.

Job Responsibilities

  • Manages and directs the daily function of the Fraud/Quality Control Department. Ensures that department is adequately trained, performing at departmental standards, and meeting service level expectations.
  • Oversees fraud/quality control intake and investigations. Makes independent decisions regarding the approval, denial or restriction of applications or transactions, based on potential financial impact.
  • Develops implements and manages tools, techniques, processes and procedures for fraud/quality control detection, prevention and reporting.
  • Develops strategy and makes recommendations to combat fraud. Continuously reviews fraud prevention policy and process for gaps and potential improvement. Partners with various stake holders to enhance best practices for fraud prevention, detection, investigation and mitigation.
  • Compiles department benchmark reports and losses/ prevention. Analyze trends and patterns to support fraud detection efforts with current vendor solutions.
  • Identifies control weaknesses and makes subsequent recommendations to minimize exposure or loss. Analyzes, identifies and communicates risk trends.
  • Resolves escalated issues arising from fraud/quality events. Oversees effort to identify the full impact of the event. Collaborates with internal and external partners to meet resolution and determine best course of action.
  • Partners closely with the Compliance Team to ensure proper monitoring with suspicious activity reporting requirements.
  • Partners with the SVP of Deposit Services and other business units to ensure that proper mitigation strategies are in place to prevent, deter, and detect instances of fraud and to limit the financial impact to the bank.
  • Manages the overall performance and professional development of direct reports.
  • Seeks ways to streamline work processes and continuously improve the bank.

Minimum Requirements

  • Minimum five years deposit banking experience, with relatable experience in fraud prevention/detection and quality control review. Minimum five years of supervisory experience
  • Degree in business administration, finance, fraud and/or risk related field or 5 years of commensurate experience in fraud loss/prevention, quality control of deposit accounts and services
  • Strong fraud investigative and interviewing experience. Ability to obtain, document and disseminate accurate and thorough investigative information
  • Ability to synthesize information from multiple sources to identify potential risk and generate actionable objectives
  • Ability to analyze data to determine normalcy and indicators of erroneous elements
  • Professional written and verbal communication skills. Ability to interact effectively with diverse staff at cross organizational levels
  • Ability to effectively coach, mentor and manage team.
    Ability to work under tight deadlines, manage multiple projects simultaneously and remain flexible to changing priorities
  • Demonstrated ability to produce detail oriented, precise work
  • Ability to maintain professional education in regulatory compliance. Ability to stay abreast of current banking laws, regulations and compliance trends
  • Demonstrated ability to maintain a high level of confidentiality. Demonstrated ability exercise judgment, professionalism, and tact in communication with members, outside agencies, and internal customers.
    Proven independent decision-making, problem solving and analytical skills
  • Advanced proficiency with Microsoft Office applications such as Excel, Access, Word, Power Point and Outlook.
    Working knowledge of core banking systems, and fraud detection and response systems, and their uses within the team
  • Thorough knowledge of banking products and services.


Working Together. Building Community. It is more than our mission; it is the way we do business with our customers, and it is the employee culture of the bank. We offer a great place for people to work. We actively promote an inclusive environment where all employees have the opportunity to achieve professional and personal success and contribute to the organization and the community.

National Cooperative Bank, N.A. is an Equal Employment Opportunity Employer (EOE/AA)