Senior Vice President, Dispute and Claim Abuse Policy Manager

2 weeks ago


San Antonio, Texas, United States Citigroup Inc Full time
About the Role

This is a senior leadership position within the Financial Threats organization at Citigroup Inc. The successful candidate will be responsible for providing strategic direction and policy guidance on customer abuse and dispute management.

Key Responsibilities
  • Develop and execute effective strategies to identify and mitigate customer abuse and dispute risks
  • Lead efforts to streamline operational processes and improve customer experience, fraud detection effectiveness, and operational cost
  • Partner with cross-functional teams to enhance the fraud management process and identify emerging risks and threats
  • Work with Operational Risk, Internal Audit, and Compliance to identify and evaluate the effectiveness of controls
  • Collaborate with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts
Requirements
  • 10+ years of relevant experience in disputes/claims or bank/card fraud management
  • Disputes/claim regulatory knowledge required
  • NACHA Rules expertise
  • Possesses strong institutional knowledge and history of adherence to all regulatory, control, and compliance requirements
  • Strong analytical skills, ability to work independently, and influence others
  • Excellent problem-solving, conflict resolution, and change management skills
Education
  • Bachelor's/University degree, Master's degree preferred


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