The USCC Customer Protection Group Manager will lead efforts to manage Digital Payment Fraud Policies to mitigate fraud losses on new and existing accounts, while minimizing customer impact. The candidate will be the primary contact for Operations and Analytics and will look to provide direction based on the latest Fraud defect analysis. They will also have responsibility for fraud loss planning and forecasting routines. Additionally, they will act as the primary point of contact with Risk and the business management teams around projects and initiatives impacting the Digital Payment space in Fraud.

Responsibilities:

• Full end to end USCC Client Protection fraud standards and policies related to Digital Payments (3DS, Mobile Wallets, others to be defined)

• 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 trends and communicate directional areas of focus to the business, Operations and Analytics, and ensure that fraud loss planning and forecasting routines are reflective of these trends.

• 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 detection effectiveness, and Operational cost.

• Drive the implementation of productivity improvements and tool enhancements to identify fraud 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 fraud controls

• Partner with Channel Policy, Operations, Analytics and Process Integration to ensure timely and comprehensive communication among partners, and foster consistency and transparency

• Understand the internal and external systems and networks that interact with and/or drive authorization and fraud processes to ensure the impact of changes in any of these systems do not disrupt or harm fraud or authorization processes, and ensure controls are in place to mitigate such risks

• Partner with Credit Policy and Risk to identify trends and mitigate losses while minimizing customer impacts.

Qualifications:

• 6+ years relevant experience

• Significant experience in Operational Risk is a must. Other risk and control disciplines would be a plus – credit, and market.

• Experience in Internal Audit or Financial Control would be desirable.

• Expertise in the following would be beneficial: Fraud Awareness and Risk Management Operations and Systems (Information Security Standards, Vendor/Outsourcing Management and MCA Legal and Regulatory Compliance Management of a global operations and a complex environment that includes global teams.

• Excellent communication skills – verbal & written

• Digital Payments experience, preferred

• Mobile Wallet experience, preferred

• 3DS/RSA experience, preferred

Education:

• Bachelor’s/University degree or equivalent experience. Master’s degree preferred

Job Family Group:

Risk Management

Job Family:

Operational Risk

Time Type:

Full time

Primary Location:

Jacksonville Florida United States:

Primary Location Full Time Salary Range:

$130,880.00 - $196,320.00
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.

Most Relevant Skills:

Analytical Thinking, Constructive Debate, Controls Design, Escalation Management, Issue Management, Operational Risk, Policy and Procedure, Policy and Regulation, Risk Controls and Monitors, Risk Identification and Assessment.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:

Mar 14, 2026

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