The Supervisor,  Risk Program Management will oversee the day-to-day operations of the Enhanced Fraud Services team (Consultants and Specialists), ensuring service excellence is achieved and delivered to financial institutions and their members. The incumbent will ensure the team performs within department quality standards, communicates, and responds within established team SLA’s, and continually identifies opportunities to implement process efficiencies, enhance productivity and quality. This position will be the primary point of contact to respond to financial institution service issues, ensuring timely resolution of their inquiries and requests. The incumbent will regularly meet with their team members, provide coaching and mentorship, identify training and development opportunities, and implement measures to drive employee engagement.

• Using sound judgment, oversee, analyze, and respond to escalated financial institution calls/emails/mail within departmental SLA’s or on-demand when necessary.

• Establish monthly, quarterly, and annual employee performance reviews. Review with department manager-employee performance, personnel action plans, future team development ideas/action plans.

• Maintain awareness of fraud/non-fraud issues, business and consulting trends and keep upper management aware of any ongoing issues.

• Hold regular department meetings to keep staff updated on issues relevant to the team, identify any challenges, or problem areas, which are likely to impede the team’s progress and discuss individual and team strategies for success utilizing positive, and effective, training, and coaching techniques.

• Oversee individual and departmental training needs and professional development plans.

• Responsible for the interviewing, hiring/dismissal – onboarding of permanent employees.

• Leader for departmental employee engagement opportunities.

• Responsible for assigning FI’s/work assignments to individual Consultants and Specialists. Provide oversight and direction for work assignments, priorities, and training.

• Monitor individual and team performance to ensure established department service levels and critical issue response times are met.

• Oversee department quality and adherence to procedures as well as providing timely feedback to employees regarding their activities and adherence to SLA’s.

• Provide insights to management on trends and areas of opportunities for team improvement.

• Assist in marketing and sales initiatives, contributing content, thought leadership and intellectual property.

• Create and deliver effective EFS/ Risk Management and Member Experience PowerPoint presentations for internal/external audiences.

• Support the need for a subject matter expert in customer Demo and ROI calls as needed with Solutions Consulting on behalf of the EFS team.

• Contribute in the operational and procedural development or creation of expanded solutions and offerings for the EFS team inclusive of analytic reporting projects.

• Manage EFS projects in conjunction with internal/external partners – ensure that projects undertaken by the EFS team are progressing in accordance with desired individual/team/ management outcomes and SLA’s.

• Use effective communication skills (oral and written) in all facets of the Supervisory role, inclusive of policy/procedure generation, management, team and customer interactions.

• Collaborate with Management across the enterprise on both EFS/Non EFS related issues to foster a positive experience.

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement.
• Direct staff, to ensure that all duties are performed according to department performance standards.

Knowledge, Skills, & Abilities:

• Ability to work a flexible schedule to meet needs of the business; including being available 24 x 7 on call for seven (7) day Risk Analytics team coverage, compromised card events, client emergencies and unique situations
• Ability to exercise discretion and good judgement in making decisions, act independently and effectively on complex problem resolution, determine required resources and communicate client direction to all partners
• Ability to communicate (verbal and written) effectively, positively and professionally at all levels with financial institution operational staff and executives as well as internal support teams and leaders; Ability to build and maintain strong relationships
• Ability to travel as needed, less than 25%
• Ability to be flexible and work under high pressure in a complex environment
• Ability to perform in-depth analysis on an inquiry, anomalous activity, red flags, concept or project and provide appropriate consultation, feedback, and recommended courses of action to mitigate fraud, risk and enhance the member experience
• Ability to manage multiple projects, work in fast-paced environment, meet deadlines and provide customers with an exceptional service experience
• Advanced proficiency in word processing, data mining, spreadsheet and computer software applications
• Demonstrated excellent analytical and quantitative skills - Ability to work remote part time or full time.

• Regular and reliable attendance.
• Responsible for reporting risks that are identified to the appropriate team and/or management.
• Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
• Support a workplace where every employee feels valued, respected, and connected.
• Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions