Customer Fraud Resolution ManagerCorporate RiskLake Oswego,
OregonTigard,
OregonSpokane,
WashingtonRoseburg,
OregonDescriptionAbout Us:Umpqua Bank is headquartered in the Pacific Northwest with 5,000+ employees and offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.About the Role:Responsible for associate supervision and the operational workflow of the team’s responsibility to assist customers to resolve incidents related to fraud and compromised account(s). Ensure SLA's are met and department procedures are followed to meet expectations. Partners with associates across other departments to recommend and communicate customer resolution in addition to communicating directly with customers with regards to necessary documentation or other requirements.
Provides leadership to a Financial Investigations Department service and support team.
Manages staffing responsibilities including hiring, performance planning, compensation administration, positive and corrective counseling, and associate satisfaction (with the support of a higher-level manager).
Professionally communicate with customers, internal partners, and other financial institutions via email, phone, or written communication.
Acts as primary liaison between customers, Corporate Investigations, Retail and Commercial Banking departments, and operations support personnel.
Assists internal and external customers with resolution of fraud incidents related to compromised account(s).
Develops and oversees project plans of diverse scope.
Keep up to date on industry information, system changes, and fraud and operational processes
May assist other Financial Investigations Department teams with other fraud duties and cross-training as assigned.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities –
knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation
E, Bank Security and other regulations as applicable to this job description.
Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.
Takes personal initiative and is a positive example for others to emulate.
Embraces our vision to become "The World's Greatest Bank."
May perform other duties as assigned.
About You:
Bachelor's Degree or equivalent. Preferred.
2-4 yearsBanking operations experience.Required
2-4 yearsManagement/supervisory experience.Required
Strong relationship, management and operational abilities, analytical and problem solving skills, and project management skills.
Knowledge of banking products and services, Retail and Commercial banking operations, and a basic understanding of account resolution related to fraud incidents.
Ability to troubleshoot, analyze and resolve customer issues.
Proven ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules.
Excellent written and verbal communication and presentation skills.
Ability to work effectively with individuals and groups across the company to manage customer relationships.
Proficiency with personal computers and related software packages such as Word and Excel, and other business applications.
Ability to train and present to small and large audiences or has the interest in learning to train and present.
Able to work independently, demonstrating high level of personal effectiveness.
Strong attention to detail.
Workstyle: Fully onsiteOur Benefits:We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $64,000.00 - $120,000.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, 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 vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.Our Commitment to Diversity:Umpqua Bank is an equal opportunity and affirmative action employer committed 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 characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected]To Staffing and Recruiting Agencies:Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.