VP, Customer Contact Center – Fraud Operations

Axiom Bank, N.A.

. Provide strategic and operational leadership for the Bank’s customer contact center and enterprise fraud operations functions .

Posted 9/28/2026full-timeMaitland • Florida • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic and operational leadership in customer contact center and fraud operations, with a strong focus on compliance, performance management, and process improvement. Proven ability to develop high-performing teams and manage complex projects within a regulated financial environment.

Highest-signal resume keywords

Leadership ExperienceFraud PreventionCustomer Service OperationsRegulatory ComplianceOperational Risk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Banking OperationsFraud OperationsPayments ManagementPerformance ManagementOperational ControlsData AnalysisProject ManagementVendor ManagementComplaint ResolutionBusiness Continuity

Soft Skills

Analytical SkillsProblem-SolvingDecision-MakingInterpersonal CommunicationOrganizational Skills

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPointOperational Reporting Tools

Industry Keywords

Customer Contact CenterFraud DetectionACH/EFTDigital BankingBSA/AMLConsumer ProtectionPayment Network RequirementsRisk AssessmentsInternal ControlsService Standards

About the role

Key responsibilities & impact

Provide strategic and operational leadership for the Bank’s customer contact center and enterprise fraud operations functions
Oversee the VP, Call Center Manager and AVP, Fraud Operations Manager, with indirect oversight of Customer Support Representatives and Fraud Operations Specialists
Establish departmental objectives, service standards, performance measures, staffing plans, and operating priorities
Oversee customer support, escalations, complaint resolution, quality assurance, workforce management, productivity, and customer experience standards
Oversee fraud prevention, detection, investigation, claims and dispute resolution, ACH/EFT, debit card, digital banking, and wire fraud activities
Monitor performance, service, quality, loss, productivity, complaint, and risk indicators; analyze trends and report recommendations to executive management
Drive process improvement, capacity planning, automation, and operating model enhancements
Maintain policies, procedures, internal controls, records, reconciliations, and business continuity capabilities
Ensure compliance with federal and state laws, regulations, payment rules, Bank policies, 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
Oversee third-party providers and technology platforms, including service performance, issue resolution, controls, 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 service interruptions, fraud events, emerging threats, and operational incidents
Develop managers and staff through coaching, performance management, succession planning, cross-training, and professional development
Prepare and present executive-level updates on service performance, fraud trends, operational risk, control effectiveness, initiatives, and resource needs
Manage departmental budgets, staffing, vendor costs, and other resources
Keep the EVP, Chief Operations Officer informed of material issues, fraud events, emerging risks, service deficiencies, and corrective actions
Complete assigned projects and other duties as requested

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Finance, Operations, Risk Management, or a related field preferred; equivalent directly relevant experience may be considered
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
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
Ability to lead through managers, develop high-performing teams, establish accountability, and manage change
Strong analytical, critical thinking, problem-solving, and decision-making skills
Excellent written, verbal, presentation, and interpersonal communication skills
Ability to balance customer experience, operational efficiency, fraud risk, regulatory requirements, and business priorities
Strong organizational and project management skills
Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and operational reporting tools
High degree of integrity, sound judgment, discretion, adaptability, and accountability
Background, credit reference, and drug screening tests are required as a condition of employment

Benefits

Comp & perks

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
Fully remote may be considered
Professional development opportunities
Occasional travel may be required