VP-Regulation E Intake Team Manager

Garden City, Long Island, New York

Salary Range: $140,000- $180,000

General Description:

The Regulation E Intake Team Manager manages the daily aspects of CFPB Regulation E activities for Apple Bank's Claim Intake department, including but not limited to debit card operations, claims processing, and the prevention, detection, investigation, and mitigation of fraudulent activity related to the process. The incumbent in this role will manage a staff of direct reports who are dedicated to processing claims in a prompt and timely manner, ensuring that the Bank's customers (both internal & external) are provided with exemplary customer service, while complying with applicable rules and regulations. Additionally, the Regulation E Manager will be responsible for identifying and escalating fraud trends and patterns as appropriate as identified through the claims intake process.

Essential Duties and Responsibilities:

• Manage the day-to-day aspects of CFPB Regulation E activities including but not limited to debit card operations, claims processing and the prevention, detection, investigation and mitigation of fraudulent member activity.
• Act as a liaison between customers, branches and internal departments regarding claims processing and fraud related matters.
• Process and resolve consumer ATM, ACH, and debit card claims in accordance with the CFPB Regulation E requirements and internal Bank procedures.
• Ensure that staff are not only being properly trained in all phases of claims processing, but are able to support customers and branch personnel with Visa related inquiries.
• Ensure that Visa Specialists are providing excellent customer service by resolving claims in a prompt and efficient manner, while complying with established Bank procedures.
• Perform daily quality control reviews of processed claims and customer notifications to ensure claims are processed in accordance with CFPB Regulation E timelines.
• Manage audit and compliance requests related to the Visa debit card process.
• Review daily risk reports in order to identify potential ATM/Visa debit card fraud
• Maintain and reconcile general ledger accounts related to fraud losses and recoveries.
• Collaborate with Visa to establish rules and guidelines to combat fraud trends.
• Provide ongoing coaching, development, and learning opportunities to direct reports.
• Provide claims metrics on a monthly basis, as well as additional ad-hoc reporting to various level of management including creating and preparing information for quarterly/ annual Red flag Identity theft reporting.
• Remediate 1st and 2nd Line monitoring exceptions noted on Reg E Claims
• Perform QC of Visa Specialists call recordings to ensure compliance with policies and procedures an coach employees as needed.

Skills, Education and Experience:

• Bachelor's degree, preferably in Business Administration, Accounting or Economics
• 7-10 years of related experience in debit card operations, banking or financial services.
• Previous management experience.
• Manager knowledge of FIS, IBS, Q2 On-line banking and/or Centrix a plus.
• Demonstrated proficiency in Microsoft Office suite products, including Excel.
• Thorough knowledge of CFPB Regulation E.
• Must be able to act independently, show sound judgement in problem resolution, and make decisions that comply with applicable laws and regulations as well as internal bank policies and procedures.
• Excellent communication (both verbal & written) and interpersonal skills.
• Must have strong analytical and organizational skills, be detail oriented and possess strong time management skills.

Apple Bank offers Medical/Dental, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.