LEADERSHIP EXPECTATIONS:

• Have a sense of urgency.

• Collaborate with open and transparent communication to inspire and motivate.

• Be a Thought Leader by identifying customer patterns and expectations and then act on innovative ideas, be forward thinking, and assure the Bank stands out from the crowd.

• Embrace innovation by being a disruptor for change, exploring new ways and ideas, and challenging the status quo.

• Institute career development of self and team members to include self-awareness, career vision, goal setting, and skill development.

• Be accountable.

• Live and support the mission, vision, and standards of the Bank and be an active participant in the community.

• Take initiative, show interest, anticipate needs, and keep transformation moving forward.

ESSENTIAL FUNCTIONS:

Fraud Mitigation Program:

• Oversees and ensures the implementation and administration of the Fraud Mitigation Program.

• Effectively manages and oversees fraud mitigation with a team of Fraud Mitigation Analysts ensuring daily production of inquiries and support for all Fraud Monitoring and monitors alerts, workflow, productivity, accuracy, and losses.

• Responsible for the effective and successful management of labor, productivity, quality control, customer obsession and training.

• Ensure that the Fraud Mitigation Program deploys sound fraud mitigation strategies closely tied with customer obsession expectations to effectively manage customer experience and revenue/loss consideration of the Bank.

• Ensure that the Fraud Mitigation Program is well-defined and effective to execute reviews of fraud alerts (deployed across all customers, products, and transactions) and Unusual Activity Reports (UARs) and determines what, if any, further action needs to be taken. Ensures alerts/UARs are appropriately escalated in alignment with BSA/AML/OFAC and Fraud Policies and Programs. Further actions could include, but are not limited to, an investigation into the matter, contacting a branch office for more information and creating a fraud case.

• Manage vendor relationships for the Fraud Mitigation software in collaboration with the Fraud Strategy Officer.

• Manage and improve customer obsession and fraud mitigation tactics through metrics, performance monitoring, problem resolution, system audits and quality assurance measures.

• Participants and assists with Fraud Risk Assessments in collaboration with the Fraud Strategy Officer.

• Collaborates with leadership for the administration of Fraud-related training programs and provides guidance and coaching to all team members.

• Prepares and presents reports to provide management with accurate records of Fraud Mitigation such as exposure, loss, quality assurance metrics, etc.

Debit Card Dispute Program:

• Oversees and ensures implementation, administration, and compliance of the Debit Card Dispute Process through relevant and accurate formal written policies and procedures.

• Create and provide oversight and training to Debit Card Dispute Analysts.

• Deliver quality customer service by meeting customer service expectations, in responding to questions from users by addressing their inquiries, resolving issues, and collecting other pertinent data regarding the system and their associated use.

• Handles escalated customer calls and coaches and trains team members on effective customer service and resolution.

• Write and revise deposit support material such as policies, procedures, training material, disclosure information, forms, letters, etc.

• Coordinate with third party vendors to ensure proper processing for all areas of responsibility.

• Work with vendors if there are compliance related issues that need to be addressed.

• Prepares and participates in audits and exams for the debit card dispute process with effective communication.

• Analyzing and dissecting debit card dispute trends and reporting results to the Fraud Strategy Officer to assist in enhancing fraud mitigation strategies.

• Work with the deposit related systems to ensure accurate processing, makes recommendations for enhancements or changes needed, and tests and implements releases and enhancements.

• Create and/or review various debit card dispute reports to ensure accuracy, timeliness, and identify trends.

• Balance various general ledger and department checking accounts for areas under responsibility.

• Demonstrates a detailed understanding of compliance rules like Regulation E, Mastercard Rules and meet required deadlines for reporting disputed charges. Learn other regulations and Bank policies and procedures related to the position.

• Demonstrates a working comprehension of all department tasks and workflows and updates the formal and written procedures under direction of leadership.

• Maintain and deliver quality of service as defined by department standards.

• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, Regulation E, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.

Other:

• Ability to maintain composure in stressful situations, including resolving problems or concerns with potentially upset customers.

• Responds to exam and audit concerns and oversee corrective action on all related compliance deficiencies or violations.

• Exhibit 'Brilliant at the Basics' customer service skills and the ability to develop and maintain productive relationships with colleagues, management, and clients.

• In order to provide expected levels of service to Gate City Bank customers, co-workers, and vendors, prompt and reliable attendance is an essential function of this position.

• Must comply with all Gate City Bank policies, procedures, applicable laws, and regulations.

• Ability to make decisions in a fast-paced environment.

• Provide a "Wow" customer service experience for team members and customers.

• Develop and maintain productive relationships with team members, leaders, customers, and vendors.

• Prompt and reliable attendance is essential in order to provide expected levels of service.

• Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.

• Must be detailed-oriented and maintain high degree of accuracy. Ability to make decisions in a fast-paced environment.