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GENERAL FUNCTION:

The Head of Disputes and Fraud Operations is responsible for the Dispute and Fraud operational units of the Bank and reports directly into the Chief Risk Officer. This includes oversight of the necessary policies, procedures, controls, and training required to assist the bank in preventing, monitoring, detecting, and reporting on dispute and fraud related matters. Responsible for both operational unit strategies to prevent and detect fraudulent activity and dispute resolution and recovery. Oversees related on-boarding, authentication, customer engagement, fund movement and dispute resolution expectations for the enterprise.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

DUTIES & RESPONSIBILITIES

• Oversee the operational standards, policies and activity with the disputes and fraud business units.

• Accountable for Fifth Thirds Fraud Risk Management Policy and disputes operations investigation program.

• Ensure that the senior management of the Bank, its subsidiaries and the regulators are provided with assurance that fraud risks and disputes processes are managed in line with the Bank’s fraud and disputes programs, risk tolerance and regulatory expectations.

• Lead in the selection of systems, tools and new technology used to ensure that regulatory and bank requirements and standards are met.

• Responsible for the identification of emerging fraud and disputes trends within the industry and developing strategies to mitigate risk within the bank and its customers.

• Provide second and first line oversight of controls put in place in the business areas of the Bank and its subsidiaries that are relevant to fraud, disputes and misconduct.

• Lead escalation efforts of significant misconduct incidents with the Bank’s stakeholders and external parties as appropriate.

• Ensure coordination between the Fraud and Disputes teams to recover or chargeback stolen funds.

• Oversee partnership with Line of Business and technical teams in the development or enhancement of bank products.

• Challenge existing processes to improve effectiveness and efficiency and lead innovation efforts.

• Develop metrics aimed at tracking effectiveness of fraud and disputes work standards.

• Oversee management of key relationships with vendors – identify opportunities where needed.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or equivalent work experience required. Masters degree preferred.

• Minimum 10-15 years management experience in bank operations, investigations, fraud prevention or related field.

• Minimum 10 years of leadership experience at the mid to senior level

• Excellent communication and inter-personal skills, with experience of dealing with business partners at all levels.

• Very strong and up to date knowledge of and understanding of regulations.

• Ability to develop practical, cost-effective solutions to complex global issues.

• Ability to develop and support conclusions and make practical recommendations to the business Lines and/or Regions.

• Advanced understanding Fifth Third products, business lines, operations and corporate support organization.

• Ability to manage, motivate, and develop a high performing team.

• Demonstrates working or functional proficiency sufficient to apply the use of software applications (Micro-Soft Office Suite).

• Excellent oral and written communication skills. Effectively communicates upward, downward and laterally. Displays a positive business presence with management and external contacts.

Head of Disputes and Fraud Operations

LOCATION -- Cincinnati, Ohio 45202

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.