SVP, First Party Disputes/Claim Abuse Policy (Hybrid)

This role will report to the head of First Party Fraud Abuse, within the Financial Threats organization.  The SVP-First Party Fraud Retail Bank Customer Abuse Group Manager will provide direction and policy specific to customer abuse where an individual or business is submitting erroneous/fraudulent disputes and/or claims as well as any gaming of promotions or rewards programs. The Customer Abuse Group Manager will lead efforts to identify and eliminate control gaps across all disputes channels/applications while also mitigating any subsequent credit or fraud losses associated with customer abuse. This role will require the Customer Abuse Group Manager to serve as the primary contact for all bank disputes/claims abuse across all servicing channels where disputes intake occurs and where disputes/claims are investigated and decisioned. The Customer Abuse Group Manager will serve as the leadership point of contact across Bank Credit Policy, Fraud Policy and Fraud Operations on all matters pertaining to customer abuse and rewards fraud/abuse.

The successful candidate will:

• Drive innovation via thought leadership while maintaining end-to-end view and leveraging Global best practices
• Take ownership of strategy development and deliver tangible business benefit and value (e.g. loss avoidance, expense optimization, enhanced customer experience)
• Develop/maintain robust tracking and monitoring practices; continually ensure processes (the “how”) are optimized to enable rapid decisioning
• Manage and develop high performing team; establish bench strength to support needed fraud capabilities and business goals

The SVP- Customer Abuse Group Manager will lead efforts to manage the creation of the best-in-class customer abuse identification and mitigation program across all bank portfolios, including the Citi rewards programs.  This manager will serve as the primary point of contact for business segments, service partners and product teams to escalate fraud-related matters. 

The responsibilities include:

• Developing and executing effective root cause and lessons learned strategies that drive continuous improvement in the bank’s oversight and execution of fraud risk management.

• Review and understand latest fraud/customer abuse trends and communicate directional areas of focus to the business, Operations and Analytics.

• Identify emerging risks and threats and specify potential areas for Operational and Analytic improvements.

• Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost.

• Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively.

• Participate on cross-functional teams to enhance the Fraud Management process.

• Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls.

• Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency.

• Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts.

Qualifications:

• 10+ years relevant experience
• Disputes/Claims OR Bank/Card fraud management experience
• Disputes/Claim Regulatory knowledge required
• NACHA Rules Expertise
• Possesses strong institutional knowledge 
• History of adherence to all regulatory, control and compliance requirements
• Identifies issues and outlines scope.  Probes beyond symptoms to determine the underlying causes of problems
• Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency while balancing a need for action with a need for analysis
• Demonstrated ability to execute upon prioritized business goals/action plans
• Understands businesses processes, risks and can identify control issues
• Strong analytical skills
• Ability to work independently and influence others
• Strong project management ability
• Strong verbal and written communication skills
• Excellent problem solving, conflict resolution and change management skills

Education:

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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