Manager, Fraud

Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you?

• Health insurance coverage: We provide our employees with 97% premium employer-paid medical and 100% premium employer-paid dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
• 401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service.
• Bonus program: All employees are rewarded for attaining our annual organizational goals.
• Tuition Reimbursement program for employees eligible after six months of service.
• Recognition program where employees can be nominated by management, their peers or by members.
• Employee referral bonus.
• Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
• Employees are eligible to receive a consumer loan rate discount
• Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

• Apply: Submit your resume for one of our job openings.
• Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.
• In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

About this Role At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being. The Fraud Risk Manager is responsible for leading the development and implementation of a centralized Fraud Risk Management Program. This is a strategic, analytical, and hands-on program-building opportunity for an experienced fraud professional who enjoys creating structure, challenging existing practices, and driving meaningful improvements. The manager will establish the governance, processes, controls, reporting, and monitoring capabilities necessary for an effective and scalable enterprise-wide program. The ideal candidate is a critical thinker, problem solver, and self-starter who can independently assess the current environment, identify gaps, develop practical solutions, and turn recommendations into action. Success requires both strategic vision and hands-on execution - from analyzing fraud data and optimizing detection tools to present actionable reporting to leadership. This role requires a hands-on leader with strong organizational and communication skills, and a proven ability to deliver results through effective planning, prioritization, and effective execution. The position supports the organization’s goals by managing day-to-day operations, coaching, and developing staff, supporting strategic initiatives, and driving positive member/service outcomes.

Essential Job Functions Fraud Program Development & Strategy

• Lead the design, development, and implementation of a centralized, enterprise-wide Fraud Risk Management Program.
• Support the building of a risk-based fraud strategy addressing prevention, detection, investigation, escalation, response, and recovery.
• Assess existing practices and controls; identify weaknesses, inefficiencies, and opportunities for improvement.
• Develop a practical multiyear program roadmap that supports growth, sustainability, and scalability.
• Create consistent and repeatable workflows that reduce reliance on informal processes and individual knowledge
• Develop and implement fraud prevention and detection strategies across all lending products, including consumer, auto, real estate, and commercial loans.

Fraud Monitoring, Detection & Analytics

• Assess and enhance fraud detection and monitoring capabilities across products, payment channels, and digital services.
• Develop risk-based monitoring rules, alert thresholds, prioritization standards, and escalation criteria.
• Analyze transactions, member behavior, emerging fraud trends, and control performance to identify exposure.
• Identify detection gaps, recommend new scenarios, and evaluate the effectiveness of existing monitoring configurations.
• Work with fraud technology providers and internal partners to optimize tools, rules, and alert workflows.
• Use independent judgment to distinguish meaningful risk indicators from routine activity and to respond to changing threats.
• Identify and assess emerging lending fraud risks, including identity theft, synthetic identities, fraudulent applications, income misrepresentation, and loan stacking.

Fraud Reporting & Performance Measurement

• Build reporting and analytics capabilities is a core responsibility of this role.
• Define and maintain meaningful key risk indicators (KRIs), key performance indicators (KPIs), reporting thresholds, and metric definitions.
• Build dashboards showing fraud trends, gross and net losses, recoveries, exposure by type/channel/product.
• Establish reliable data sources, collection practices, reconciliations, and reporting methodologies.
• Measure alert volumes, false-positive rates, investigations, response times, and control effectiveness.
• Identify patterns and root causes, communicate risk implications, and recommend specific management actions.

Fraud Investigations, Response & Continuous Improvement

• Establish standards for case management, documentation, investigations, response, escalation, and resolution.
• Coordinate significant fraud incidents with appropriate business and control partners.
• Analyze fraud cases to identify root causes, contributing factors, control failures, and prevention opportunities.
• Develop consistent methods for tracking fraud cases, losses, recoveries, and corrective actions.
• Monitor corrective action progress and use lessons learned to improve controls and monitoring strategies.

Collaboration & Governance

• Serve as a central fraud subject-matter expert and partner with Member Experience, Lending, Operations, Information Security, Compliance, and other teams.
• Clarify ownership and responsibilities for fraud activities.
• Integrate fraud insights into enterprise risk assessments.
• Support internal audits, regulatory examinations, and other reviews related to fraud risk.
• Promote fraud awareness and recommend future staffing, technology, and operating model needs.
• Mentor and coach team fostering a culture of high performance, continuous improvement and professional growth in accordance with the credit union's performance management philosophy.
• Set clear goals and objectives for team members, providing regular feedback and performance evaluations.
• Support and participate in enterprise-wide initiatives, including product development and enhancement, cost optimization, and process improvement efforts designed to increase efficiency, streamline operations, and ensure organizational relevance.
• Assist with the creation and implementation of the annual Risk Management plan and budget.
• Take ownership of responsibilities, sets clear objectives, delivers results, and follows through on commitments. Model integrity and professionalism, reinforcing trust, discipline, and operational excellence within the team.
• Ensure compliance with a variety of internal policies and procedures.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.

Supporting Functions

• Provide back-up and support to management, as directed.
• Performs special projects and other responsibilities, as directed.

Competencies

The following competencies are essential for success in this role:

Drives vision and strategy: Understands organizational objectives and translates them into actionable team initiatives. Connects short-term tasks to longer-term goals to support growth, operational efficiency, and department performance. Prioritizes and organizes work: Efficiently manages tasks and resources, focuses on key objectives, anticipates needs, and balances multiple priorities under time constraints. Drives outcomes: Makes timely decisions, takes calculated risks, acts decisively, overcomes obstacles, and drives initiatives to successful completion. Emotional intelligence: Demonstrates self-awareness, adapts interpersonal style to context, regulates emotions, and interacts with empathy and respect. Builds talent: Recruits and retains talent, guides and cultivates employees, aligns strengths with opportunities, identifies, and develops potential and creates a career-growth environment. Manages ambiguity: Effectively works with incomplete information, adapts to evolving circumstances, applies critical thinking and remains resilient under changing conditions. Team leadership: Drives collective success through effective teamwork and collaboration, leverages team strengths, meets commitments, and fosters collaboration to achieve shared goals. Delegation: Clarifies expectations, enables ownership, assigns appropriately challenging tasks, and equips employees with the tools and guidance needed for success. Change management: Actively supports initiatives, guides teams through transitions, models adaptability and embraces change to achieve positive outcomes.

Required Minimum Qualifications

Education:

• Bachelor’s or associate’s degree in Finance, Internal Audit, Accounting, Criminal Justice, or other related business discipline or equivalent comparable experience, required.

Experience:

• Minimum five (5) years within compliance at a financial institution, branch or operational department or related field, required.
• Knowledge of financial institution operations, products, services, policies, and applicable regulations.
• Experience identifying, investigating, and mitigating fraud across deposit accounts, electronic payments, digital banking, and consumer lending.
• Experience with BioCatch or comparable, including behavioral analytics, alert monitoring, policy configuration, or control optimization.
• Experience with digital banking fraud monitoring platforms.
• Experience establishing or centralizing a fraud management function at a credit union, bank, or other financial institution.
• Experience with transaction monitoring rules, risk-based thresholds, and fraud technology vendor management.
• Familiarity with fraud-related regulatory expectations in financial services.
• Professional certification such as CFE, CFCS, or a similar credential.
• Prior project leadership or program management experience.
• Experience leading diverse work teams, required.
• Excellent oral and written communication skills, required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Preferred Qualifications

• Experience with Simplirisk, and BioCatch, preferred.
• Experience with Lumin Digital or comparable digital banking fraud monitoring platforms.
• Experience developing dashboards using Power BI, Tableau, SQL, or similar analytics tools.

Physical Requirements Hearing: Ability to hear and comprehend spoken communication in person and over the phone. Vision: Ability to view computer screens and read documentation with clarity and accuracy. Verbal Communication: Ability to speak clearly and effectively to interact with colleagues and/or members. Frequent use of telephone headset may be required. Manual Dexterity: Proficient use of hands and fingers for typing, operating office equipment, and handling documents. Posture and Endurance: Ability to sit or stand at a workstation for extended periods; adjustable sit/stand desk options may be available to support comfort. Mobility: Ability to move within the office environment to attend meetings or assist colleagues, as needed. Lifting and Carrying: Occasionally required to lift and carry materials weighing up to 30 lbs.

Other Information Hours Required: A work schedule of Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. This position is eligible for the credit union's telecommute policy. Travel Requirements: Less than 10% local travel required. Limited travel during the work schedule, primarily for training, meetings, or special projects. Work Environment: This position is based in a climate-controlled office environment with ergonomic workstations in a two-story building with an elevator. Subject to standard background noise found in an office environment. Natural light from large windows, supplemented by artificial lighting to ensure a comfortable working atmosphere.

Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.