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Sr Manager, Fraud Operations and Customer Experience

2 months ago

Covington, United States Fidelity TalentSource LLC Full time



Job Description:

Are you passionate about investigating events, identifying root cause, and presenting findings and recommendations? If so, you might be the right candidate for Sr. Manager, Fraud Operations and Customer Experience within Fidelity s Financial Intelligence Unit.

The Role

In this role, your primary focus will be to respond to fraud events, gain a full understanding of what occurred, what actions were taken and why, and what the potential fraud risks are moving forward. You will also assist Employee Relations, the Social Media Group, and others with responding to customer complaints or inquiries. You will be supported by the FIU team but will work independently and will be responsible for each of these conversations.
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The Value You Deliver

  • Working Relationships and Business Unit Support
  • Speaks for Fidelity and is accountable for the outcome
  • Advises senior FIU management on noteworthy fraud incidents
  • Ensures our clients and business partners understand the total potential fraud risk and what actions could be taken to reduce or mitigate those risks
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The Expertise and Skills You Bring
  • Experience researching financial transactions and customer activities
  • Experience with internal or external communications
  • Strong storytelling, written and verbal communication skills, with the ability to communicate complex information clearly to diverse audiences
  • Shown success building and maintaining relationships with key collaborators and business partners
  • Strong project management skills and the ability to lead and prioritize multiple projects simultaneously in a fluid environment
  • You are highly motivated and can thrive in a fast-paced and constantly evolving team environment
  • You are an innovative thinker who brings a creative approach to solving problems
  • You have a strategic approach, and can effectively evolve strategies based on feedback
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The Team

The Financial Intelligence Unit is responsible for preventing, detecting, responding, and investigating fraud incidents across the entire Fidelity enterprise. When fraud has occurred, FIU s Fraud Operations and Client Experience Team takes all vital actions required to recover stolen funds; handle customer reimbursements; respond to business inquiries; assist with responses to legal and regulatory requests as well as customer complaints.

Certifications:

Series 07 - FINRA

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a

Glassdoor Employees Choice Award , we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined. Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation,

detailed in this document , and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at

fidelitycareers.com .

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to

accommodations@fmr.com .