Mountain America Credit Union
Director Fraud Investigations , Disputes and Recovery
Mountain America Credit Union, Sandy, Utah, United States, 84092
Director Fraud Investigations , Disputes and Recovery page is loaded Director Fraud Investigations , Disputes and Recovery Apply locations Sandy, UT time type Full time posted on Posted 4 Days Ago job requisition id R18080
Please reference the schedule and minimum qualifications listed below before applying.
If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner. Job Summary
Mountain America Credit Union (MACU) is a financial institution with over $20 billion in assets with branches in the mountain west area. The Director of Fraud Investigation, Disputes, and Recovery leads a high-performing team responsible for safeguarding Mountain America Credit Union and its members from fraud-related financial loss. This role provides strategic oversight for investigations, fraud operations, member disputes, and recovery functions. The Director collaborates closely with enterprise partners, vendors, and law enforcement to reduce exposure, enhance member trust, and ensure compliance with regulatory and operational policies.
Job Description
LOCATION Mountain America Center 9800 S Monroe St Sandy, UT 84070 SCHEDULE Full Time *This position can be hybrid, in office and remote work, depending on business need. To be effective, an individual must be able to perform each job duty successfully. Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Investigation, Disputes, and Recovery; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member. Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s Fraud Investigation, Disputes, and Recovery Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience. Leads the design, implementation, and execution of a robust fraud investigation and recovery framework across all channels and products. Directs dispute resolution operations, ensuring compliance with Regulation E, Z, CC, Visa, NACHA rules, and internal SLAs. Develops and maintains departmental KPIs, SLAs, and quality standards to measure operational performance and fraud loss mitigation. Collaborates with enterprise fraud strategy and analytics teams to identify emerging fraud trends and adjust response strategies accordingly. Manage and mentor managers and staff in investigations, disputes, and recovery teams. Oversees workforce planning, resource allocation, and performance management. Cultivates a culture of accountability, collaboration, and continuous improvement. Partners with legal, compliance, IT security, digital banking, operations, and member services to design and refine fraud prevention and response strategies. Works closely with risk partners to align fraud mitigation with enterprise risk appetite and governance expectations. Oversee end-to-end recovery efforts including chargebacks, restitution, and coordination with law enforcement. Ensure timely and accurate fraud reporting, SAR filings, and case documentation for internal use and external audits/examinations. Supports internal audits and regulatory reviews by providing detailed fraud case histories and internal control procedures. Bring deep industry knowledge and stay current on evolving fraud trends, regulatory changes, and compliance expectations. Establish a process to regularly monitor, interpret, and summarize key updates. Ensure timely communication of relevant changes to internal stakeholders and incorporate them into team practices, training, and operational procedures to maintain compliance and industry alignment Perform other duties as assigned. KNOWLEDGE, SKILLS, and ABILITIES EXPERIENCE 8+ years of progressive experience in fraud risk management, investigations, or financial crimes 5+ years of progressive leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively. EDUCATION Bachelor’s degree in business, criminal justice, finance, risk management or related field (required). Advanced degree or minimum of 4 years of progressive experience working in a financial or fraud-related setting. Education must be from an accredited institution. Education and work experience will be verified. Master’s degree preferred. Licenses, Certifications, Registrations Professional certification (CFE, CAMS, CRCM) preferred. Certified Financial Crime Investigator or other related certification preferred Managerial Responsibility Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conduct performance evaluations and salary reviews for assigned staff, and apply company policy. Computer/Office Equipment Skills Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel (including statistical add-ons). Proficiency with fraud case management platforms, dispute systems, and data tools (e.g., Verafin, Quinte, Quavo, Fiserv, Jack Henry, NICE Actimize, SAS, etc.)
Language Skills Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization. Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing and through insightful reports and graphic illustrations. Other Skills and Abilities Ability to Influence and engage with executives, articulating complex strategies and their business implications. Strong working knowledge of Regulation E, Z, CC, UDAAP, and dispute processing standards Excellent leadership and people development skills. Experience investigating application fraud, account takeover, customer scams and mule activity while maintaining high quality customer service. Experience in all applicable fraud related compliance regulations and applicable laws. Strong business acumen and ability to interface with executive management. Ability to work both autonomously and collaboratively in a fast-paced environment. Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines. Adaptive to change, responds positively to altered circumstances or conditions Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies. Excellent interpersonal skills including the ability to lead and collaborate with ad-hoc teams High level of analytical, organizational, and decision-making skills The ability to effectively present information to groups and appropriately represent Mountain America is public and media appearances.
PHYSICAL ABILITIES/WORKING CONDITIONS Physical Demands Able to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently Able to stand, walk, kneel, and crouch occasionally Vision Requirements Close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more) Weight Lifted or Force Exerted Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic) ***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.*** #LI-PN1 Mountain America Credit Union is an EEO/AA/ADA/Veterans employer. Similar Jobs (2)
Manager Risk and Control Testing and Assessment locations Sandy, UT time type Full time posted on Posted 19 Days Ago Director Payment Operations locations Sandy, UT time type Full time posted on Posted 12 Days Ago Follow @MountainAmericaLife on Facebook and Instagram to see why our employees love working at Mountain America! Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, New Mexico, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, Touch-Tone Teller, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.
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Please reference the schedule and minimum qualifications listed below before applying.
If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner. Job Summary
Mountain America Credit Union (MACU) is a financial institution with over $20 billion in assets with branches in the mountain west area. The Director of Fraud Investigation, Disputes, and Recovery leads a high-performing team responsible for safeguarding Mountain America Credit Union and its members from fraud-related financial loss. This role provides strategic oversight for investigations, fraud operations, member disputes, and recovery functions. The Director collaborates closely with enterprise partners, vendors, and law enforcement to reduce exposure, enhance member trust, and ensure compliance with regulatory and operational policies.
Job Description
LOCATION Mountain America Center 9800 S Monroe St Sandy, UT 84070 SCHEDULE Full Time *This position can be hybrid, in office and remote work, depending on business need. To be effective, an individual must be able to perform each job duty successfully. Provides leadership and development of direct reports to ensure the highest level of performance and competence of Fraud Investigation, Disputes, and Recovery; builds a high performing team with succession plans, cross-training, stretch goals and objectives for each team member. Working with VP of Fraud Management, define the strategic plan for the development and maintenance of MACU’s Fraud Investigation, Disputes, and Recovery Team platforms, policies, procedures, and standards. Responsible for implementation, execution, and outcomes. Ensures the strategy emphasizes operational excellence and providing exceptional member experience. Leads the design, implementation, and execution of a robust fraud investigation and recovery framework across all channels and products. Directs dispute resolution operations, ensuring compliance with Regulation E, Z, CC, Visa, NACHA rules, and internal SLAs. Develops and maintains departmental KPIs, SLAs, and quality standards to measure operational performance and fraud loss mitigation. Collaborates with enterprise fraud strategy and analytics teams to identify emerging fraud trends and adjust response strategies accordingly. Manage and mentor managers and staff in investigations, disputes, and recovery teams. Oversees workforce planning, resource allocation, and performance management. Cultivates a culture of accountability, collaboration, and continuous improvement. Partners with legal, compliance, IT security, digital banking, operations, and member services to design and refine fraud prevention and response strategies. Works closely with risk partners to align fraud mitigation with enterprise risk appetite and governance expectations. Oversee end-to-end recovery efforts including chargebacks, restitution, and coordination with law enforcement. Ensure timely and accurate fraud reporting, SAR filings, and case documentation for internal use and external audits/examinations. Supports internal audits and regulatory reviews by providing detailed fraud case histories and internal control procedures. Bring deep industry knowledge and stay current on evolving fraud trends, regulatory changes, and compliance expectations. Establish a process to regularly monitor, interpret, and summarize key updates. Ensure timely communication of relevant changes to internal stakeholders and incorporate them into team practices, training, and operational procedures to maintain compliance and industry alignment Perform other duties as assigned. KNOWLEDGE, SKILLS, and ABILITIES EXPERIENCE 8+ years of progressive experience in fraud risk management, investigations, or financial crimes 5+ years of progressive leadership experience, managing multiple teams and levels of leadership with an ability to lead and mentor staff effectively. EDUCATION Bachelor’s degree in business, criminal justice, finance, risk management or related field (required). Advanced degree or minimum of 4 years of progressive experience working in a financial or fraud-related setting. Education must be from an accredited institution. Education and work experience will be verified. Master’s degree preferred. Licenses, Certifications, Registrations Professional certification (CFE, CAMS, CRCM) preferred. Certified Financial Crime Investigator or other related certification preferred Managerial Responsibility Has supervisory/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conduct performance evaluations and salary reviews for assigned staff, and apply company policy. Computer/Office Equipment Skills Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel (including statistical add-ons). Proficiency with fraud case management platforms, dispute systems, and data tools (e.g., Verafin, Quinte, Quavo, Fiserv, Jack Henry, NICE Actimize, SAS, etc.)
Language Skills Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization. Demonstrated ability to clearly express ideas, methodology, results, and recommendations verbally, in writing and through insightful reports and graphic illustrations. Other Skills and Abilities Ability to Influence and engage with executives, articulating complex strategies and their business implications. Strong working knowledge of Regulation E, Z, CC, UDAAP, and dispute processing standards Excellent leadership and people development skills. Experience investigating application fraud, account takeover, customer scams and mule activity while maintaining high quality customer service. Experience in all applicable fraud related compliance regulations and applicable laws. Strong business acumen and ability to interface with executive management. Ability to work both autonomously and collaboratively in a fast-paced environment. Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines. Adaptive to change, responds positively to altered circumstances or conditions Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies. Excellent interpersonal skills including the ability to lead and collaborate with ad-hoc teams High level of analytical, organizational, and decision-making skills The ability to effectively present information to groups and appropriately represent Mountain America is public and media appearances.
PHYSICAL ABILITIES/WORKING CONDITIONS Physical Demands Able to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently Able to stand, walk, kneel, and crouch occasionally Vision Requirements Close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more) Weight Lifted or Force Exerted Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic) ***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.*** #LI-PN1 Mountain America Credit Union is an EEO/AA/ADA/Veterans employer. Similar Jobs (2)
Manager Risk and Control Testing and Assessment locations Sandy, UT time type Full time posted on Posted 19 Days Ago Director Payment Operations locations Sandy, UT time type Full time posted on Posted 12 Days Ago Follow @MountainAmericaLife on Facebook and Instagram to see why our employees love working at Mountain America! Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, New Mexico, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, Touch-Tone Teller, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.
#J-18808-Ljbffr