Manager Debit Card Fraud and Card Services

Take the next step toward your new career today! Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country! The Manager, Debit Card Fraud & Card Services leads all operational and strategic functions of debit card fraud prevention, detection, and card servicing. This role is responsible for driving fraud loss mitigation, optimizing customer experience, and ensuring regulatory compliance. The position oversees team performance, fraud strategy development (including rules and models), operational execution, and continuous improvement initiatives. The Manager acts as a subject matter expert in payment fraud, leveraging data, analytics, and industry best practices to proactively identify trends, manage risk, and support enterprise objectives. Key Responsibilities: · Directs the Card Fraud Services and Debit Card Services teams, including hiring and promotions, performance evaluations, training and development, mentoring, administering discipline, grievances, and managing timecards and scheduling. · Establishes and drives department performance objectives; monitors results, reports to senior management, and leads continuous improvement initiatives to enhance efficiency, fraud detection, and customer outcomes. · Owns fraud strategy lifecycle, including model governance, rule optimization, and performance monitoring to ensure effective risk mitigation while minimizing customer friction. · Monitors emerging fraud trends and incorporates advanced analytics and technology solutions to proactively mitigate risk. · Supports validation of automation processes and fraud strategies by reviewing performance results and ensuring they function as intended, with appropriate balance between fraud mitigation and customer impact. Competencies Required: · Strong process improvement and project management skills. · Ability to manage multiple responsibilities and projects in a fast-paced environment with competing priorities and deadlines. · Excellent planning and organizational skills, with an ability to establish a strategic direction and subsequently develop and manage supporting initiatives. · Thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support Woodforest’s ability to deliver fraud detection and superior service to customers. · Comprehensive experience with fraud and risk model analytics, real-time response operation and multi-system architectural structure. · Outstanding listening and communications skills, both written and verbal. · Strong leadership and relationship management skills; ability to effectively collaborate with diverse teams and third parties. · Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal teams. · Strong analytical and technical background; technical knowledge to include Microsoft Office, SAS, SQL, Share point and fraud software applications. Solid technology abilities, including strong knowledge of Microsoft Office (Excel, Word, Outlook, Visio, PowerPoint, SharePoint) and the ability to navigate financial software applications (Mozart and Bancline). · Ability to work flexible hours; demonstrated good attendance and punctuality. Take the next step toward your new career today! Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country! The Manager, Debit Card Fraud & Card Services leads all operational and strategic functions of debit card fraud prevention, detection, and card servicing. This role is responsible for driving fraud loss mitigation, optimizing customer experience, and ensuring regulatory compliance. The position oversees team performance, fraud strategy development (including rules and models), operational execution, and continuous improvement initiatives. The Manager acts as a subject matter expert in payment fraud, leveraging data, analytics, and industry best practices to proactively identify trends, manage risk, and support enterprise objectives. Key Responsibilities: · Directs the Card Fraud Services and Debit Card Services teams, including hiring and promotions, performance evaluations, training and development, mentoring, administering discipline, grievances, and managing timecards and scheduling. · Establishes and drives department performance objectives; monitors results, reports to senior management, and leads continuous improvement initiatives to enhance efficiency, fraud detection, and customer outcomes. · Owns fraud strategy lifecycle, including model governance, rule optimization, and performance monitoring to ensure effective risk mitigation while minimizing customer friction. · Monitors emerging fraud trends and incorporates advanced analytics and technology solutions to proactively mitigate risk. · Supports validation of automation processes and fraud strategies by reviewing performance results and ensuring they function as intended, with appropriate balance between fraud mitigation and customer impact. Competencies Required: · Strong process improvement and project management skills. · Ability to manage multiple responsibilities and projects in a fast-paced environment with competing priorities and deadlines. · Excellent planning and organizational skills, with an ability to establish a strategic direction and subsequently develop and manage supporting initiatives. · Thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support Woodforest’s ability to deliver fraud detection and superior service to customers. · Comprehensive experience with fraud and risk model analytics, real-time response operation and multi-system architectural structure. · Outstanding listening and communications skills, both written and verbal. · Strong leadership and relationship management skills; ability to effectively collaborate with diverse teams and third parties. · Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal teams. · Strong analytical and technical background; technical knowledge to include Microsoft Office, SAS, SQL, Share point and fraud software applications. Solid technology abilities, including strong knowledge of Microsoft Office (Excel, Word, Outlook, Visio, PowerPoint, SharePoint) and the ability to navigate financial software applications (Mozart and Bancline). · Ability to work flexible hours; demonstrated good attendance and punctuality. Minimum Qualifications/Experience: · 5+ years debit card, financial, risk management or banking services experience with analytical and strategic experience. · 5+ years in Customer Service. · 5+ years of progressive management experience required with some budget, personnel, and strategic responsibilities. · Project or portfolio management experience preferred. Formal Education & Certification: · High School diploma or equivalent required. · Bachelor’s degree preferred. Work Status: · Full-Time. Supervisory Responsibility: · 2+ direct reports. Travel: · Some overnight travel expected. Working Conditions: · Professional environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc. Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Woodforest is an Equal Opportunity Employer, including Disability and Veterans. Minimum Qualifications/Experience: · 5+ years debit card, financial, risk management or banking services experience with analytical and strategic experience. · 5+ years in Customer Service. · 5+ years of progressive management experience required with some budget, personnel, and strategic responsibilities. · Project or portfolio management experience preferred. Formal Education & Certification: · High School diploma or equivalent required. · Bachelor’s degree preferred. Work Status: · Full-Time. Supervisory Responsibility: · 2+ direct reports. Travel: · Some overnight travel expected. Working Conditions: · Professional environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc. Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Woodforest is an Equal Opportunity Employer, including Disability and Veterans.

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