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Fraud Resolution Operations Manager

2 months ago

Portland, Oregon, United States Umpqua Bank Full time


About Us:

Umpqua Bank is a prominent financial institution located in the Pacific Northwest, employing over 5,000 individuals and providing banking services nationwide. Following our recent merger with Columbia Bank, we have solidified our position as a leading regional bank with more than $50 billion in assets under management. Our commitment to our associates, customers, and communities remains unwavering.

We foster a thriving workplace by promoting a unique approach to relationship banking and cultivating a culture where our associates can excel. We are keen to meet candidates who embody our core values of Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.

About the Role:

The Fraud Resolution Operations Manager is responsible for overseeing the team that assists customers in resolving issues related to fraud and compromised accounts. This role ensures that service level agreements (SLAs) are met and that departmental procedures are adhered to. The manager collaborates with associates across various departments to facilitate customer resolutions and communicates directly with customers regarding necessary documentation and requirements.
  • Leads a dedicated Financial Investigations Department service and support team.
  • Handles staffing responsibilities, including recruitment, performance management, compensation, and employee satisfaction.
  • Communicates professionally with customers, internal partners, and other financial institutions through various channels.
  • Acts as the primary liaison between customers and various banking departments.
  • Assists customers in resolving fraud-related incidents.
  • Develops and manages project plans of varying complexity.
  • Stays informed on industry trends, system updates, and fraud prevention processes.
  • May support other teams within the Financial Investigations Department with additional fraud-related tasks.
  • Ensures compliance with all banking regulations relevant to the role.
  • Maintains knowledge of the Bank's policies and procedures regarding compliance regulations.
  • Demonstrates and promotes the Umpqua corporate culture in all interactions.
  • Takes initiative and serves as a positive role model for others.
  • Contributes to our vision of becoming "The World's Greatest Bank."
  • May perform additional duties as assigned.
About You:
  • Bachelor's Degree or equivalent experience preferred.
  • 2-4 years of experience in banking operations required.
  • 2-4 years of management or supervisory experience required.
  • Strong relationship management, operational skills, analytical abilities, and project management expertise.
  • Familiarity with banking products, retail and commercial banking operations, and fraud resolution processes.
  • Ability to troubleshoot and resolve customer issues effectively.
  • Proven ability to engage others and present technical information clearly.
  • Excellent written and verbal communication skills.
  • Ability to collaborate effectively across the organization to manage customer relationships.
  • Proficient in personal computers and software applications such as Word and Excel.
  • Able to train and present to diverse audiences.
  • Demonstrates independence and personal effectiveness.
  • Strong attention to detail.
Workstyle: Fully onsite

Our Benefits:

We provide a competitive total rewards package that includes base compensation and comprehensive benefits. The pay range for this position is $64,000 to $85,000, with the final pay rate determined by various non-discriminatory factors, including job-related knowledge, skills, experience, education, and geographic location. This role may also be eligible for performance-based incentives.

Eligible associates receive comprehensive healthcare coverage (medical, dental, and vision), a 401(k) retirement savings plan with employer matching, an employee assistance program, life and disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid time off for vacation, sick days, volunteer days, and holidays. Benefit eligibility begins on the first day of the month following the date of hire for associates regularly scheduled to work at least thirty hours per week.

Our Commitment to Diversity:

Umpqua Bank is an equal opportunity and affirmative action employer dedicated to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristic.