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Assistant Supervisor, Security Operations Center

Location: FL Milton Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Basic Purpose

To assist in the supervision of day-to-day operations of the section and resolve the most complex issues escalated by staff. Perform second tier escalation and provide guidance to staff in resolving more complex fraud matters. To identify, review, investigate, resolve fraud activity and risk exposures received through various communications channels relating to account activities such as membership applications, online/mobile banking and other transaction activities, and internal/external inquiries. Ensure adherence to all regulatory compliance requirements and federal nand state laws. Detect, prevent, and mitigate potential fraudulent activity which may target Navy Federal member Personally Identifiable Information (PII) and financial assets. Protect Navy Federal members, accounts and assets.


• Analyzes work quality, methods, procedures, processes, production standards, and production statistics; identifies areas of improvement, determines solutions, and implements enhancements/changes to improve member service
• Conduct identity validation investigations for prospective members to comply with Customer Identification Program (CIP) requirements and respond, research and follow up to resolve inquiries in a timely manner
• Conduct, document and analyze results of third party identity validation reviews, research public databases to identify discrepancies associated with information provided, and assess potential fraud risk
• Prioritize workload to ensure expeditious handling of high visibility and urgent cases Considerable latitude
• Interprets and applies Federal/State/associated network/industry regulations and Navy Federal policies/procedures
• Authorizes account restrictions based on confirmed intention to defraud and/or evidence of abuse
• Compiles statistical data to document section performance in automated systems, operator productivity, administrative work volume and accuracy
• Maintains effective communication with staff and management at Headquarters and Pensacola, and coordinates activities with other pertinent business units
• Acts as primary point of contact with third party vendors
• Collaborate with Navy Federal business areas to gain an understanding and impact of transactions process and procedures on other process and procedures, and identify risk potential for fraudulent activity 
• Detect and remain alert of fraud trends and Red Flags, and proactively implement preventive measures
• Identify and recommend to Security management if fraud detection rules should be changed to identify new fraudulent schemes arising from new products and services or fraud patterns 
• Monitor automated process and reports for accuracy and completion; contribute to process improvement 
• Monitor member account transactions to proactively identify fraudulent activity, suspicious communications, take immediate corrective/protective action, and escalate alerts/cases to the appropriate Security division for in depth investigation 
• Respond to inquiries using various communication mediums to provide explanations for action taken in response to a specific alert or account action 
• Review accounts showing fraud with authority to shut down account and initiate write off adjustments within defined scope of authority
• Support projects related to fraud detection, prevention or root cause analysis as assigned 
• Perform supervisory/managerial responsibilities
Ensure adequate/skilled staffing; select employees
o Establish performance goals and priorities
o Prepare, conduct and review performance appraisals
o Develop, mentor and counsel staff
o Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
o Ensure section/branch goals and objectives align with division/department strategy
o Ensure efficiency of operations
o Leadership Level
• Perform other related duties as assigned or appropriate


• Experience in progressively responsible technical or administrative experience which provided thorough knowledge of fraud operations, policies, practices, and procedures
• Working knowledge of compliance and regulations related to credit, claims etc.
• Advanced knowledge of Navy Federal policies, instructions and regulations related to investigating fraud
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Experience in leading, guiding & mentoring others
• Advanced knowledge of Navy Federal policies, instructions and regulations related to investigating fraud cases
• Effective skill analyzing statistics and reports to determine business performance and trends
• Effective skill in results-oriented leadership in a challenging environment
• Effective skill navigating multiple screens and PC applications and adapting to new technologies
• Experience working with all levels of staff, management, stakeholders, vendors
• Experience in financial transactions/processing related responsibilities
• Advanced organizational, planning and time management skills
• Advanced research, analytical, and problem solving skills
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced verbal and written communication skills
• Desired - Knowledge of NFCU products, services, programs, policies and procedures
• Desired - College level courses with concentration in accounting, electronic data processing, finance, business, or related areas
• Desired - Working knowledge of Bank Secrecy Act, USA Patriot Act, OFAC regulations and associated requirements

Tuesday-Saturday, 10:30AM-7:00PM

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability