"Alerted.org

General information

**Ref #** 20952

**Remote?** No

Ally and Your Career

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Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

The Opportunity

The Senior Supervisor Bank Fraud Wire Verification is responsible for overseeing a team within a retail bank fraud call center. This position requires the ability to conduct in-depth research of complex situations, use subject matter disciplines to solve difficult problems, execute various risk mitigation efforts, and provide clear documentation of all findings. This role must also maintain a balanced perspective to ensure that the Ally Brand and high level of customer experience are maintained.

In office role with hybrid schedule, Ally work location is Charlotte NC

The Work Itself

* Provide oversight of phone service level, fraud alerts workload, including but not limited to adherence to published policies/procedures and SLAs.

* Ensure that wire transfers are cleared by cutoff times to prevent delays and potential financial losses.

* Work with the Fraud Prevention Manager(s) and Director(s) on incidents and/or allegations involving any new or existing accounts set up in Ally Bank. Additionally, will interact with other departments of Ally Bank.

* Perform a series of reviews (including detailed link analysis) utilizing various tools and reports to identify potentially fraudulent activities on new/existing Ally Bank Deposit accounts.

* Be prepared to take inbound calls and work wire cases. Conduct "Know Your Customer" (KYC) procedures to verify the identity of customers and assess potential risks. And interviewing customers to gather information and assess the legitimacy of transactions flagged for potential fraud.

* Utilize sound judgment and knowledge of financial investigative tools/techniques to establish an investigative plan; initiate investigation by gathering facts and evidence; perform research and analysis using back-end customer profile and transactional systems; prepare confidential independent investigative reports that document findings. Investigations involve handling all aspects of the investigation and normally require detailed analysis and research to resolve issues.

* Maintain current knowledge and awareness of investigative fraud techniques, privacy laws, bank regulations, investigation and security incident handling policy and procedure. Possess a strong working knowledge of a Deposits line of business operating practices and policies; and maintain strong working relationships with appropriate industry groups and governmental agencies. Position will work closely with Legal, Compliance, LOB representatives, Risk, Audit, Human Resources, vendors, and law enforcement.

* Assist manager in the preparation of reports as required for documentation to ensure adherence to policies and procedures.

* Ensure enterprise-wide compliance with established standards, regulatory policies, and procedures for the bank set by EFSI as well as Compliance and Legal departments.

* Provide excellent customer service to those customers impacted by potential fraud, ensuring we help as appropriate.

* Recommend process/procedural changes needed to avoid risk to the bank and improve the customer experience and participate in the development of business cases supporting recommended policy changes.

* Help create and refine scripting for fraud detection and prevention processes to ensure consistency and effectiveness in communication.

* Provide training and mentor new hires.

The Skills You Bring

* 3+ years experience in a bank fraud / financial crimes analyst role required.

* 2+ years’ experience in leading people as a Supervisor or Team Lead required.

* Experience with cryptocurrency and blockchain technologies is highly desirable.

* Working knowledge of current bank fraud investigative techniques.

* Working knowledge of call center ideologies and proven success driving towards a daily/weekly/monthly Service Level goal.

* Working knowledge and adherence to HR lifecycle.

* Ability to multi-task and a proven track record of working independently.

* Challenge driven, goal oriented and capable of handling emergency or crisis.

* Ability to effectively handle difficult/contentious customer issues in a professional manner.

* Ability to work in a fast-paced customer-centric environment, balancing the need to meet production and quality standards.

* Experience analyzing multiple streams of data to draw conclusions and/or take actions.

* Proficiency with MS Office (advanced levels of Excel preferred).

\#LinkedIn-Hybrid

How We'll Have Your Back

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Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.

* Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.

* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.

* Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.

* Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [email protected]. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

_Base Pay Range:_

An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

**Emerging:** 70000

**Experienced:** 85000

**Expert:** 100000

Incentive Compensation: This position is eligible to participate in our annual incentive plan