TIAA Client Intelligence Unit (CIU) Team Manager - Fraud Detection in Charlotte, North Carolina



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This position is for the Client Intelligence Unit (CIU) Team Manager for Fraud Detection. The CIU provides enterprise first line of defense services for customer fraud and anti-money laundering (AML) and Sanctions controls. The CIU Team Manager for Fraud Detection is responsible for leading an operational team of fraud analysts which assess alerts based on risk indicators associated with potential fraud.

This position is primarily responsible for the operational oversight of client fraud reviews focused on first level investigation and loss mitigation activities. The Team Manager leads fraud detection alert execution for financial and non-financial transaction monitoring associated with fraud typologies. The operational work performed by the team includes triage functions, outbound and inbound verification of activity, and judgment based fraud decisions. Additionally, the Team Manager will emphasize a high level of team focus on customer interactions and servicing to ensure flawless handling.

The CIU Manager for Fraud Detection should have relevant people management experience within the financial services industry, a comprehensive understanding of financial products, and familiarity with fraud typologies. The role will require close work with other business units inside and outside of the CIU to ensure effective detective and loss avoidance services. The candidate will report to the CIU Director of Fraud Detection to build, manage, and lead a highly effective loss control team.


  • Provide managerial oversight of daily operations, workflow,process, and quality control standards

  • Perform case management reviews and escalation processes to ensurethat management controls are well executed

  • Provide feedback to EFCP and Cyber Security partners responsiblefor alert strategy and tuning

  • Coach and guide a team of fraud analysts in the execution of fraudalert resolution

  • Manage an in-bound verification phone line

  • Track performance management against clearly defined keyperformance indicators (KPIs) and service level agreements (SLAs)

  • Direct participation in special projects and initiatives, asneeded

  • Continuous improvement focus related to cost control, processoptimization, and effective hit rates

  • Proficiency with the alerting systems and upstream fraud tools

  • Identification of best practices related to research andverification techniques

  • Ensure sensitive, reputational risk and/or financial riskincidents are addressed in a timely manner

  • Maintain accurate records per TIAA recordkeeping requirements

  • Handle escalated client calls in a professional manner



Required Qualifications:

  • Minimumof 5 years of experience in the Financial Services Industry, (Retirementproducts preferred)

  • Minimumof 2 years of experience managing or leading a team of professional staffmembers

Preferred Qualifications:

  • Bachelor’sdegree

  • FINRASeries 24/26

  • CertifiedFraud Examiner (CFE), International Association of Financial CrimesInvestigators CFCI certification or other recognized professional designations

  • 3years or more of relevant financial crimes experience within the financialservices industry preferred (e.g. fraud, AML, or operational risk)

  • Analyticalskills with the ability to solve complex problems and execute on solutions

  • Demonstratedability to collaborate with individuals across business and/or functional lines

  • Understandsfinancial products, customers and expected behaviors/patterns

  • Participateand/or manage special projects

  • Stronginterpersonal, leadership and relationship skills

  • Strongwritten and verbal communication skills

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This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as “protected characteristics”).

*©2016 Teachers Insurance and Annuity Association of America (TIAA), 730 Third Avenue, New York, NY 10017


Job: Operations

Primary Location: NC-Charlotte

Req ID: 1715977