Location:Charlotte, NC; Memphis, TN; Birmingham, AL
Position Overview:
At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.
The primary role of this position is supporting the Director, Fraud Protection Services ensuring the organization’s goals and objectives are achieved. The Fraud Risk Strategy role has three primary day-to-day responsibilities. The first is ensuring the rules used to identify both real and fraudulent payment transactions are current and accurate. Second is providing critical reporting and analytics which demonstrate the organization’s effectiveness at achieving this goal. Third, is providing capacity planning recommendations for each group within FPS to ensure proper staffing levels to meet daily volumes. This position must demonstrate a strong technical knowledge of the tools used to meet these requirements but must also have strong interpersonal skills to communicate across the organization. By analyzing the data, they must be able to identify emerging fraud trends quickly and then adjust the rules thus ensuring a positive customer experience and minimal fraud losses for the bank. This role must have a clear end to end understanding of how payments are processed from initiation through settlement. This individual must consistently demonstrate strong technical skills, critical thinking skills and the ability to communicate with all levels of the Bank.
Essential Duties and Responsibilities:
• Develops and maintains rules/models used to identify and out sort potential fraud payments for review and decisioning.
• Develops detailed fraud reporting on the success/failure of the rules which include false positive ratios and fraud losses avoided.
• Determines opportunities to leverage both RPA and AI to improve the quality of the rules and the identification of emerging fraud trends.
• Understands the end-to-end flow within Fraud Protection Services to provide total cost reporting on rules/decisioning
• Provides guidance to LOBs on new payment product offerings or changes that may affect fraud losses/customer experience.
• Sets key performance indicators to measure and improve team performance.
• Develops and maintains capacity planning models for each area of Fraud Protection Services to complete day to day volumes and achieve service levels.
• Leverages these tools to model changes to the operating environment to ensure change readiness.
• Evaluates risk factors when making critical business recommendations.
• Promotes ethics and compliance; identifies opportunities and takes action to enhance compliance within the organization; completes internal testing to ensure compliance.
• Responsible for interviewing, hiring, planning, assigning work, appraising performance, progressive discipline and resolving problems.
• Provides leadership, direction and growth opportunities to members of the organization in accordance with the Company’s policies and applicable laws.
• Performs other duties as required.
Education and/or Work Experience Requirements:
• Bachelor Degree required; Masters Degree preferred or combination of education and work experience.
• Minimum of 8-10 years of industry experience required; 10+ years preferred
• Must have minimum of 8-10 years of personnel management experience
• Must have 8-10 years of payment or deposit experience
About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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YouTubeEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
