Client Protection & Recovery Manager at Bank of Tampa

Position Overview

The Manager of Client Protection & Recovery leads a high-impact team dedicated to safeguarding clients from fraud and ensuring swift, empathetic resolution when incidents occur. This role is responsible for the strategic direction, staffing, and operational oversight of all fraud detection, investigation, client response, and recovery efforts. The manager ensures that all fraud cases are handled with urgency, precision, and compassion, while maintaining full regulatory compliance and fostering strong cross-functional partnerships with FIU, Risk, Treasury, Legal, and Information Security.

This leader serves as a cultural ambassador, consistently delivering exceptional service and promoting a client-first mindset across the organization. By driving operational excellence, setting service-level standards, and leading fraud analytics and recovery initiatives, the Manager of Client Protection & Recovery plays a critical role in protecting the bank’s reputation and its clients’ financial well-being.

Primary Duties and Responsibilities

• Leads and develops the Fraud Response & Recovery Team within Enterprise Payments.
• Oversees daily operations across all fraud channels and case queues (Sentinel, Verafin, Abrigo, Centrix, etc).
• Establishes service-level standards for response times, account re-establishment, and documentation quality.
• Serves as primary escalation point for high-value or reputationally sensitive cases.
• Coordinates with partners to ensure account freezes and Treasury re-activation occur within established SLAs.
• Partners with FIU, Risk, and Information Security on fraud trends and cases.
• Prepares monthly reporting for the Enterprise Payments leadership team and Risk Committee.
• Leads fraud loss analysis, recovery strategy, and ROI tracking for fraud prevention investments.
• Manages relationships with law enforcement, other financial institutions, and external recovery partners.
• Oversees client education campaigns and banker fraud awareness training. Partners with the marketing team for client education and communications.
• Ensures full compliance with Reg E, Reg CC, NACHA, and bank policy requirements.

Minimum Qualifications

• 5 years of experience in banking, fraud prevention, financial crimes, or risk management OR  4-year degree preferably with a business or finance focus and equivalent combination of education/experience
• 2 years of leadership experience managing teams or projects
• Strong knowledge of fraud detection systems
• Familiarity with regulatory frameworks including Reg E, Reg CC, NACHA, and FFIEC guidelines
• Excellent communication and interpersonal skills, with a client-centric approach
• Proven ability to manage sensitive cases with discretion and professionalism
• Proficiency in data analysis and reporting tools (e.g., Excel, Tableau, or similar)

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Criminal Justice, or related field
• Master’s degree or professional certification (e.g., CFE, CAMS, CRCM)
• 7+ years of experience in fraud operations within a financial institution
• Working knowledge of Verafin, Abrigo, Navigator, Centrix,
• Experience with Fiserv Premier software systems
• Experience coordinating with law enforcement and external recovery partners
• Demonstrated success in leading cross-functional initiatives or change management
• Advanced understanding of digital payment systems and emerging fraud trends
• Experience developing and delivering fraud education programs for clients or staff
• Familiarity with enterprise risk management frameworks and governance structures

Our Way

Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work

Make a meaningful difference in our community through our service and financial support

Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators

Benefits

You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight: