VP, Customer Contact Center & Fraud Operations

At Axiom Bank, we encourage you to aim for the sky and leverage your expertise and passion to excel. We are a growing, dynamic organization – this is an exciting time to get on board!

We believe in the value of promoting a healthy work/life balance and are committed to recognizing the role everyone plays in our ongoing success. We offer the following benefits to our Full Time Employees:

• 12 Paid Holidays
• Generous Paid Time Off
• 4% Match on our 401(k)
• Medical, Dental and Vision Benefits
• 100% Company Paid Life, AD&D Insurance, Short and Long Term Disability

Position Summary

The VP, Customer Contact Center & Fraud Operations provides strategic and operational leadership for the Bank’s customer contact center and enterprise fraud operations functions. This position oversees the VP, Call Center Manager and AVP, Fraud Operations Manager and is accountable for consistent service delivery, effective fraud prevention and claims management, sound operational controls, regulatory compliance, workforce performance, vendor oversight, and continuous improvement. The role partners with business, technology, risk, compliance, data, and other operational leaders to enhance the customer experience while protecting customers and the Bank from fraud-related losses and operational risk.

Key Responsibilities and Accountabilities

• Provide leadership, direction, and oversight for the customer contact center and fraud operations functions, including their respective managers and teams.
• Establish departmental objectives, service standards, performance measures, staffing plans, and operating priorities aligned with the Bank’s strategic goals and risk appetite.
• Oversee contact center service delivery, including customer support, escalations, complaint resolution, quality assurance, workforce management, productivity, and customer experience standards.
• Oversee fraud prevention, detection, investigation, claims and dispute resolution, operational support, and related ACH/EFT, debit card, digital banking, and wire fraud activities.
• Ensure timely, accurate, and consistent handling of customer inquiries, complaints, fraud claims, disputes, and escalated matters.
• Monitor key performance, service, quality, loss, productivity, complaint, and risk indicators; analyze trends and provide clear reporting and recommendations to executive management.
• Drive process improvement, capacity planning, automation, and operating model enhancements that improve service, scalability, control effectiveness, and customer outcomes.
• Maintain appropriate policies, procedures, internal controls, records, reconciliations, and business continuity capabilities across assigned functions.
• Ensure operations comply with applicable federal and state laws and regulations, network and payment rules, Bank policies, established service standards, and internal control requirements.
• Partner with Risk, Compliance, BSA/AML, Legal, Internal Audit, Technology, Enterprise Data Analytics, Branch Banking, Deposit Operations, and other stakeholders on customer service and fraud-related matters.
• Oversee third-party providers and technology platforms supporting contact center and fraud operations, including service performance, issue resolution, control requirements, and contract obligations.
• Sponsor or support projects involving customer-facing systems, telephony, digital banking, payment services, fraud tools, workflow, data, and operating process changes.
• Provide leadership during significant service interruptions, fraud events, emerging threat activity, or other operational incidents affecting customers or assigned functions.
• Promote a strong customer service, risk management, accountability, and continuous improvement culture.
• Develop managers and staff through coaching, performance management, succession planning, cross-training, and professional development.
• Prepare and present executive-level updates regarding service performance, fraud trends, operational risk, control effectiveness, major initiatives, and resource needs.
• Manage departmental budgets, staffing, vendor costs, and other resources within approved authority.
• Keep the EVP, Chief Operations Officer informed of material issues, significant fraud events, emerging risks, service deficiencies, and corrective actions.
• Complete assigned projects and other duties as requested.

Supervision of Personnel

• VP, Call Center Manager
• AVP, Fraud Operations Manager
• Indirect oversight of Customer Support Representatives and Fraud Operations Specialists

Working Conditions

• This position is performed primarily in a regular office environment. Fully remote may be considered. The incumbent is expected to work Monday through Friday, primarily at the Maitland location; occasional evening or weekend work may be required to support business needs, significant events, or service interruptions. Flexibility with work location and hours may be granted if circumstances permit.

Travel

• Occasional travel may be required.

Qualifications Summary

Education

• Bachelor’s degree in Business Administration, Finance, Operations, Risk Management, or a related field preferred. Equivalent directly relevant experience may be considered.

Experience

• Minimum of 8 years of progressively responsible experience in banking operations, customer contact center management, fraud operations, payments, or a related financial services function.
• Minimum of 5 years of leadership experience managing managers, supervisors, or multi-functional operational teams.
• Demonstrated experience with customer service operations, workforce and performance management, complaint escalation, fraud prevention, claims or dispute operations, and operational controls.
• Experience managing vendors, technology-enabled operations, complex projects, and executive-level reporting.
• Experience operating in a regulated financial institution and supporting audits, examinations, risk assessments, or control reviews. Relevant certifications in fraud, risk, operations, or contact center management are preferred.

Knowledge and Skills

• Strong knowledge of bank products, customer service operations, payment channels, fraud risks, claims and disputes, and related operational and accounting controls.
• Working knowledge of applicable banking regulations, payment network requirements, consumer protection expectations, and recordkeeping obligations relevant to assigned functions.
• Demonstrated ability to lead through managers, develop high-performing teams, establish accountability, and manage change.
• Strong analytical, critical thinking, problem-solving, and decision-making skills, with the ability to translate data into actionable business recommendations.
• Excellent written, verbal, presentation, and interpersonal communication skills, including the ability to communicate effectively with customers, employees, vendors, regulators, and executive management.
• Ability to balance customer experience, operational efficiency, fraud risk, regulatory requirements, and business priorities.
• Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and operational reporting tools; familiarity with contact center, workforce management, case management, fraud, and digital banking platforms preferred.
• High degree of integrity, sound judgment, discretion, adaptability, and accountability.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

(Reasonable accommodations may be made to enable individuals with disabilities to perform these tasks. If you need an accommodation, please contact us at

hr@axiombanking.com

Axiom Bank does not discriminate in employment opportunities or practices on the basis of any protected status. It is the policy of Axiom Bank to conduct background, credit reference and drug screening tests as a condition of employment. Drug Free Workplace. EOE/AA/Minority, Female, Disabled, Veteran

Axiom Bank is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities. Any resumes submitted without a valid contract will be considered the sole property of Axiom Bank and no fee will be paid.