AVP Fraud Operations Manager

First Bank • Strasburg, VA

4d

About The Position

The Assistant Vice President of Fraud & Dispute Management will proactively lead our fraud prevention, detection, and response efforts. This role plays a critical part in safeguarding the bank’s assets and customers by managing core fraud functions including Regulation E disputes, card-provided fraud, checks and ACH fraud programs, WSUD (Write/Stop/Unauthorized Debit) reviews, Wire fraud detection, and Zelle fraud oversight. The ideal candidate will have strong technical knowledge, excellent investigative skills, and the ability to lead cross-functional efforts in a fast-paced environment.

Requirements

• Minimum 3 years of experience in fraud management, dispute resolution, or related banking risk area.
• Strong working knowledge of Regulation E, check and ACH fraud practices, wire fraud, WSUD handling, and card fraud lifecycle.
• Experience with Jack Henry SilverLake and YellowHammer preferred.
• Demonstrated ability to lead investigations, make sound decisions, and present findings to leadership.
• Excellent analytical, communication, and organizational skills.
• Proficiency with fraud detection tools, data analysis software, and banking operations systems.
• Strong customer focus with ability to balance risk mitigation and service quality.

Nice To Haves

• Prior leadership or supervisory experience.
• Certifications such as Accredited ACH Professional (AAP), Certified Fraud Examiner (CFE), or similar.
• Experience at a community bank environment or mid-sized financial institution.

Responsibilities

• Lead and manage the Regulation E dispute resolution process, ensuring timely, accurate research and responses in compliance with federal requirements.
• Oversee card-provided fraud operations, including detection, monitoring, case resolution, chargeback processing, and merchant disputes.
• Manage check fraud programs including affidavit processing, item review, fraud detection alerts, exception handling, and coordination with internal/external partners.
• Oversee ACH fraud programs including Write/Stop/Unauthorized Debit (WSUD) handling, unauthorized transaction reviews, and return/adjustment processing.
• Provide oversight of wire transfer fraud detection, investigation and documentation
• Lead monitoring and investigative oversight of Zelle, P2P, and other real-time payments to identify suspicious activity and manage resolution workflows.
• Review ACH origination activities, threshold monitoring, and suspicious pattern detection to mitigate risk.
• Utilize core banking systems and fraud platforms, including Jack Henry SilverLake and YellowHammer, to review checks, ACH activity, and fraud alerts.
• Recommend system configurations or process improvements to reduce fraud exposure and improve operational efficiency.
• Partner with IT and operations teams on implementation of new fraud detection tools, rule sets, and automation where appropriate.
• Maintain thorough knowledge of applicable laws, regulations, and industry standards (e.g., Regulation E, UCC, and NACHA considerations related to fraud).
• Prepare and deliver regular internal reports on fraud trends, KPI metrics, loss data, and program effectiveness.
• Assist with internal/external audits, regulatory exams, and quality control reviews.
• Serve as a subject matter expert supporting policy development, updates, and training materials.
• Collaborate with Customer Service, Operations, Risk, Compliance, and Relationship Management teams to ensure consistent fraud mitigation practices.
• Provide ongoing training and awareness efforts to internal teams on fraud categorization, red flags, and prevention best practices.
• Act as escalation point for complex investigations and customer inquiries requiring senior oversight.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed