Senior Vice President, Customer Claims and Fraud Management
2 weeks ago
This position will report to the head of the First Party Fraud Abuse division within the Financial Threats organization. The Senior Vice President of Customer Claims and Fraud Management will oversee policies related to customer misconduct, particularly in cases where individuals or businesses submit false or fraudulent claims and disputes, as well as any manipulation of promotional offers or rewards systems. This role is pivotal in identifying and closing control gaps across all dispute channels and applications while minimizing any resulting credit or fraud losses linked to customer misconduct.
The successful candidate will:
+ Foster innovation through strategic leadership while maintaining a comprehensive perspective and utilizing global best practices.
+ Assume responsibility for strategic development, delivering measurable business benefits and value, such as loss prevention, cost efficiency, and improved customer satisfaction.
+ Establish and maintain effective tracking and monitoring systems; continuously optimize processes to facilitate swift decision-making.
+ Lead and cultivate a high-performing team, ensuring the necessary fraud capabilities and alignment with business objectives.
The Senior Vice President will spearhead the development of a premier customer misconduct identification and mitigation program across all banking portfolios, including rewards initiatives. This leader will act as the primary liaison for business units, service partners, and product teams regarding fraud-related issues.
Key Responsibilities Include:
+ Designing and implementing effective root cause analysis and lessons learned strategies that enhance the bank's oversight and execution of fraud risk management.
+ Staying informed about the latest trends in fraud and customer misconduct, and communicating strategic areas of focus to relevant stakeholders.
+ Identifying emerging risks and threats, and recommending potential areas for operational and analytical enhancements.
+ Leading initiatives to streamline operational processes, improving customer experience, fraud detection efficiency, and operational costs.
+ Driving the adoption of productivity enhancements and tool upgrades to more effectively identify fraud and customer misconduct.
+ Collaborating on cross-functional teams to improve the fraud management process.
+ Partnering with Operational Risk, Internal Audit, and Compliance teams to assess the effectiveness of controls.
+ Coordinating with Policy, Operations, MIS/Analytics, and Process Integration to ensure timely communication and promote consistency and transparency.
+ Working alongside Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing impacts on legitimate customers.
Qualifications:
+ Over 10 years of relevant experience.
+ Expertise in disputes, claims, or bank/card fraud management.
+ Knowledge of disputes and claims regulatory requirements.
+ Proficiency in NACHA rules.
+ Strong institutional knowledge.
+ Proven track record of compliance with regulatory and control requirements.
+ Ability to identify issues and define their scope, probing beyond symptoms to uncover root causes.
+ Demonstrated capacity to synthesize information, prioritize business objectives, and drive results with urgency while balancing action with analysis.
+ Proven ability to execute prioritized business goals and action plans.
+ Understanding of business processes and risks, with the ability to identify control deficiencies.
+ Strong analytical capabilities.
+ Ability to work independently and influence stakeholders.
+ Excellent project management skills.
+ Strong verbal and written communication abilities.
+ Exceptional problem-solving, conflict resolution, and change management skills.
Education:
+ Bachelor's degree required; Master's degree preferred.
This job description provides a high-level overview of the responsibilities associated with this role. Additional job-related duties may be assigned as necessary.
Job Family Group:
Risk Management
Job Family:
Fraud Risk
Time Type:
Full time
Compensation:
Competitive salary and benefits package available, including medical, dental, and vision coverage, 401(k), life insurance, and wellness programs.
Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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