Program Director, Fraud Operations, Investigations, Intelligence
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Job Description
Program Director leading Pathward’s fraud alerts, investigations, and intelligence operations. Driving regulatory readiness, fraud-risk controls, and management performance for a financial inclusion company.
Responsibilities:
- Provide end-to-end operational leadership for the fraud lifecycle, integrating Level 1 alert operations, Level 2 investigations, and fraud intelligence
- Own operational management rhythms covering alert volumes, queue health, work allocation, productivity, SLA performance, escalations, and operational risk response
- Direct the Manager, Fraud Alert Operations and Manager, Fraud Investigations, ensuring clear ownership and effective handoffs
- Set and enforce Level 2 investigative standards, complex case review expectations, documentation and evidence discipline, escalation packages, and management approvals
- Own fraud intelligence, including typology development, emerging threat monitoring, root-cause analysis, pattern identification, and feedback into detection strategy
- Ensure timely and accurate referral of SAR- and CTR-eligible activity to BSA/AML Operations
- Escalate immediate-attention, terrorist-financing, human-trafficking, and imminent-loss indicators the same business day per procedure
- Establish, monitor, and report operational KPIs and KRIs to the SVP and governance forums
- Partner with Governance, Risk & QA on quality themes, procedures, corrective actions, audit evidence, and examination support
- Partner with Strategy, Analytics & Product Controls on detection rules, thresholds, and control improvements
- Recommend policy and procedure changes and drive continuous improvement in workflows, automation, documentation, and escalation protocols
- Manage, mentor, and develop management and analyst talent, including hiring, work assignment, goal setting, performance evaluation, scheduling, standards, and employee issue resolution
- Represent fraud operations, investigations, and intelligence in governance committees, audit engagements, and OCC examination support
- Perform other duties as assigned
Requirements:
- Bachelor's degree in a related field, or equivalent combination of education and experience
- Professional certification such as Certified Fraud Examiner (CFE) and/or Certified Anti-Money Laundering Specialist (CAMS) strongly preferred
- Typically 10 or more years of related fraud, investigations, or financial-crimes experience
- Several years leading teams and managing through subordinate managers or supervisors
- Experience owning fraud operations, Level 2 investigations, and/or fraud intelligence in a bank, processor, or comparably regulated environment
- Exposure to regulatory examinations, such as OCC examinations, and audit engagements
- Strategic and operational leadership across the full fraud lifecycle
- Deep knowledge of fraud typologies, investigative standards, card and ACH ecosystems, alerting and case management platforms such as Actimize, and SAR/CTR referral requirements
- Strong people leadership, including developing managers and setting performance and quality standards
- Ability to prioritize competing queues, manage escalations, and balance risk-based approaches with regulatory expectations
- Excellent written and verbal communication, including executive-, audit-, and regulator-ready reporting and documentation
Benefits:
- Annual performance-based incentive opportunity
- Health insurance
- 401(k) retirement benefits
- Life insurance
- Disability benefits
- Paid time off
- Comprehensive benefits package
- Reasonable accommodation for applicants with disabilities under applicable law
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