Fraud Protection Director


Date: Apr 15, 2019

Location: New York, NY, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of




The Service Organization provides customer service to over 12,000 agents and 3.5 million clients for life insurance, annuities, and NYLIFE Securities sold through our agent distribution channel. We also handle claims processing for life and annuity products as well as new business service for NYLIFE Securities and MainStay. Our organization is responsible for over 30 million touch points with customers each year through our different service channels, including over the phone, via our correspondence, online, through the Interactive Voice Response (IVR) system, and more.


The Fraud Protection leader is responsible for leading the program to actively monitor and manage operational fraud risk for the Service Organization of ~2,400 employees with more than 30M customer touch points per year. This position reports to the Service Resiliency team and is accountable for defining the risk tolerances of the fraud defenses that are in-place, as well as determining the need for additional controls to mitigate both external and internal fraud risk. This role will require the candidate to have an in depth understanding of emerging fraud risks and keep up-to-date with new approaches for managing risks through the application of technology, processes, and people.


The Fraud Protection leader will provide critical support capability for the organization as we look to realize our destination state service delivery model. In addition, develop key strategies to balance the trade-off between rigorous fraud prevention with the desire to have a top-tier customer experience. He/she will be accountable to build-out the function and capabilities, as well as leading a team that supports the agenda. The candidate will leverage various analysis methodologies, tools, and techniques to develop insights. Translate and communicate those insights to the leadership team to inform and align on fraud risk mitigation strategies. He/she will be accountable for partnering across the company with fraud, risk, and technology teams to continuously refine and improve fraud risk mitigation processes and technologies.


Key Responsibilities:

  • Serve as subject matter expert for the Service Organization on fraud; develop partnerships and share best practices with fraud detection and prevention teams across the company
  • Provides guidance to employees, internal and external colleagues and/or customers, including senior leaders on fraud related matters
  • With input from manager define the team's strategy/vision
  • Responsible for executing strategic initiatives
  • Lead team that actively monitors and manages the operational and fraud risk of the Service Organization
  • Maintain a fraud program in the Service organization to ensure fraud controls are not too forgiving or too restrictive, ensuring the right balance of fraud prevention and customer experience
  • Leverage analysis to determine appropriate levels of customer screening; determine appropriate thresholds are established on fraud prevention applications (i.e. Lexis Nexus, etc.)
  • On-going assessment and analysis of existing business processes to identify operational loss risk
  • Attend industry conferences and forums to keep abreast of industry trends and new tools to enhance fraud detection and mitigation
  • Develop and deliver a suite of reporting that provides transparency into key measures of fraud risk performance
  • Manages any professionals and/or other managers to develop a high performing team that specializes in fraud risk mitigation
  • Is accountable for the performance and results of a team



  • Bachelor’s degree preferred, Areas of study: Criminal Justice related discipline, or any advanced degrees associated with Statistical Analysis
  • 10+ years of relevant experience is required
  • Certified Fraud Examiner Certification preferred
  • Must have an advanced understanding of fraud detection approaches and methodologies
  • Must have understanding of analytical tools and techniques



Competitive base salary, plus bonus eligibility



Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts











If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.

Job Segment: Manager, Insurance Fraud, Social Media, Claims, Risk Management, Management, Insurance, Marketing, Finance