How will your role impact First Command?

First Command Bank is seeking an SVP, Bank Fraud Operations for developing and implementing a comprehensive fraud and loss prevention program that will continue to scale and grow with First Command Bank. This role will be responsible for the day-to-day management of the bank Fraud team in addition to developing and implementing a comprehensive fraud program that will use technology and innovation to keep pace with emerging trends and threats.

The SVP, Bank Fraud Operations, will lead a team to detect and mitigate fraud, optimize operational efficiency, and deliver exceptional client experiences. This leadership role will interface with bank and enterprise leaders and business partners and have direct interaction with enterprise executive leadership. This is a highly visible senior role that will build and leverage partnerships across all of First Command.

What will you be doing?

• In partnership with Enterprise Risk Management and Information Security, define and implement a robust fraud strategy and roadmap that aligns with overall business objectives and fraud risk appetite.
• Build and manage a high-performing team of fraud analysts and fraud operations. Provide leadership and direction to the fraud operations team, ensuring efficient and effective execution of fraud prevention and detection activities.
• Establish, document and optimize fraud detection processes and systems to minimize bank and client losses, and improve operational efficiency and cost-effectiveness.
• Leverage organizational partners to provide strategic direction around the development and maintenance of fraud platforms including models and detection systems. Foster collaboration and effective communication across departments to ensure alignment, planning and effective execution of fraud initiatives.
• Continuously monitor and evaluate fraud trends, industry best practices, third party solutions and regulatory changes.
• Act as a thought partner across the company, collaborating with security and privacy on fraud awareness, threat detection and response.
• Evaluate existing tools for effectiveness in identifying and responding in real-time to fraud patterns, emerging threat vectors and trends. Develop and utilize advanced analytics techniques to identify and respond in real-time to fraud patterns and emerging threats.
• Create dashboards and KPIs to track fraud performance and measure the effectiveness of fraud prevention strategies. Maintain best-in-class performance metrics, including fraud loss ratios, false positive rates, and customer impact measures.
• Act as a primary and accountable contact for our critical responses to high impact incidents, leading the co-ordination of efforts inside, across and outside of the enterprise. Operate rapidly in a fully cross-functional and collaborative fashion when responding to fraud incidents and emerging threats.
• Partner with Enterprise Risk and Audit and Bank Compliance to ensure regulatory compliance. Stay up to date with fraud regulations and industry standards.
• Develop and execute comprehensive fraud prevention that balances the need for security with a seamless and positive client and advisor experience. Enable clients and advisors to safely and quickly transact across products. Minimize false positives and negative impacts on legitimate customers. Champion automation and efficiency initiatives to reduce manual reviews and client complaints.
• Optimize fraud detection processes and systems to improve operational efficiency and cost-effectiveness.

What roles will this employee lead?

• Responsible for hiring, coaching, performance management, and career development of the fraud team.

What skills and qualifications do you need?

Education

• Bachelor’s degree in business, Finance, or a related field required. MBA or relevant advanced degree preferred.

Work Experience

• 10+ years of experience in fraud prevention, strategy and operations; risk management, or similar role within the banking or financial services industry,
• 7+ years of experience in a senior leadership role.

**Certifications **

• Fraud-related certifications such as Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), or Certified Financial Crime Specialist (CFCS) preferred.

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Required Knowledge, Skills, and Abilities**

• Proven experience in leading fraud strategy and operations within a bank or financial services organization.
• Deep understanding of fraud prevention techniques, tools, technologies, industry best practices, and regulatory requirements.
• Strong analytical skills and ability to leverage data to drive decision-making.
• Experience in building and managing high-performing cross-functional teams.
• Excellent communication and interpersonal skills.

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Required Skills

Required Experience

1. High school diploma or equivalent required; a minimum of 5 years of relevant work experience may be considered in lieu of a diploma. Some post-secondary education is preferred.

2. A minimum of 1 year of customer service experience required.

3. 6-12 months of service experience in the financial industry preferred.

4. NMLS is required.

5. Experience in financial coaching, financial literacy education, or the financial industry is required.

6. Strong customer service and communication skills, with the ability to explain financial concepts clearly required.

7. Hands-on experience with loans, account openings, and guiding members through documentation required.

8. Working knowledge of personal finance, credit, and consumer financial products required.

9. Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.

10. Ability to assess member needs, review credit reports, and recommend solutions and make sound decisions with professionalism and optimism preferred.

11. Strong communication and interpersonal skills with the ability to listen, show empathy, and clearly explain financial concepts in person, by phone, or by email.

12. Sound decision-making, problem-solving, and professionalism able to work through regulatory requirements and deliver consistent results.

13. Commitment to member support and continuous learning.