Visa Fraud Investigations, Business Process Manager

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The Visa Fraud Investigations team (VFI) is a department within the Financial Crimes Risk Management Enterprise. Our charter is to protect our client’s and the firm’s assets by preventing and mitigating fraud losses. VFI is responsible for conducting fraud investigations and pursuing recovery efforts of unauthorized debits to client accounts. Types of case investigations conducted include unauthorized Visa debit card transactions for both the Bank and Broker Dealer products.

As the business continues to grow, the Business Process Manager will pursue the right level of changes to ensure VFI continues to meet the needs of the business and regulators in both proactive fraud investigations as well as fraud claim management. The Business Process Manager must demonstrate initiative with minimal direct supervision when addressing their team’s daily responsibilities. Consistency in exercising good judgment and decision making with respect to risk and fraud issues is key. The ability to effectively manage multiple projects and additional daily responsibilities at a high level of proficiency and quality is required.

Key Responsibilities include but are not limited to:

• Manage workflow enhancements within case management system to decrease AHT while maintaining regulatory focus.
• Process Q/C caseload to ensure all tools used by VFI/VROM/TROM are working as designed and are meeting regulatory guidelines.
• Manage various ad-hoc projects that assist VFI/VROM/TROM in continuing to meet demands of the business as well as internal/external regulators and auditors
• Continual documentation of process and procedures used by VFI/VROM/TROM
• Work cross functionally with our peers processing disputes as well as front line teams to ensure consistency in case handling
• Support other managers/department when the need emerges

Key Factors for Success in This Role

• Organizational skills: ability to anticipate, improvise, and adapt to the needs of the department. Consistently manage workloads effectively. Can orchestrate multiple activities at once to accomplish a goal. Use resources effectively and efficiently. Arrange information and files in a useful manner. Ensure that all follow-up responsibilities are completed timely and with limited direct supervision.
• Quality: ability to problem solve with results-oriented style delivering good quality changes that meet or exceed the needs of the department and regulations. Demonstrated skills in the areas of critical thinking and judgment as they relate to assessing and mitigating updates to processes and procedures.
• Communication skills: Ability to present complex materials, work effectively across functions, maintain composure in stressful situations, and diffuse tense situations comfortably.
• Client Focus: dedicated to meeting the expectations and requirements of internal and external clients. Act with the client in mind.

What you have

Required Qualifications:

• Minimum of 2 years of investigative experience in the areas of: Visa Check Card fraud investigations required.
• Working knowledge of Regulation E a must.
• Ability to think and act critically when making changes to workflows, processes, and procedures.
• Demonstrated personal initiative to work through new and unfamiliar issues while demonstrating good judgment and decision making with respect to risk issues.
• Demonstrated work history of working well with others in a team environment.
• Effective skills in the management of personal workloads with an emphasis on producing quality work with minimal errors in a demanding environment.
• Strong verbal and written communication skills. Ability to clearly present complex materials to a broad audience with differing backgrounds.
• Detailed knowledge of Schwab systems related to both the Broker Dealer and the Schwab Bank sides of the business with respect to Visa debit card transactions is preferred (System knowledge to include, but not limited to: Visa CATS (Client Administrative Tools & Services), Visa Online, Client Central, Legacy and various other systems that are used to review and research payment transactions
• Required experience within financial industry.

Preferred Qualifications:

• 3-5 years financial services/banking experience with direct customer contact servicing Visa Check Card issues preferred.
• Familiarity with financial industry operations preferred.