Fraud Investigator - Hybrid Office

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Position Title: Fraud Investigator

FLSA: Exempt

Department: Fraud Prevention & Investigations

Work Location: Malvern/West Reading, PA - Hybrid, coming into the office at least 3-days per week with Monday, Tuesday, and Thursday being set days.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What you'll do: The primary objective for the Fraud Investigator is to provide cross-functional, fraud mitigation support as a key member of the Fraud Prevention and Investigations Team. Responsibilities include conducting routine to complex fraud investigations, suspicious activity reporting and monitoring of fraud detection alerting systems covering multiple payment channels. The Investigator is also responsible for investigating and processing Regulation E Claims (ACH / Debit Card Disputes). This position requires the ability to make impactful decisions in a fast-paced environment and team members are empowered to apply professional judgement while analyzing cases, daily. Fraud Investigators are expected to cross train on all department functions.

• Experience
  • Thorough understanding and demonstrated execution of best practices associated with conducting basic to complex fraud investigations including knowledge on recovering funds due to fraudulent acts
  • Basic understanding of all regulatory requirements associated with fraud investigations, such as Bank Secrecy Act, UCC, Regulation CC, Regulation E, and Gram-Leach-Bliley
  • Demonstrated professionalism and self-confidence to independently and successfully conduct informational and/or admission-seeking interviews with victims, witnesses and/or fraud suspects
  • Ability to recognize and act upon the importance of balancing risk and customer experience
  • Strong ability to multi-task while also staying adaptive and flexible to constant changes that impact the fraud industry. Ability to recognize and triage fraud situations
  • Proven communication skills and self-confidence to proactively contact and interact with potential fraud victims or suspects as part of the process to validate high risk financial activity.

• Leadership
  • Influence positive change throughout the organization through effective communication of significant issues
  • Set positive example by participating in continuous education activities in the form of conferences, seminars, training, etc. to remain current on evolving fraud trends
  • Embrace new bank ventures and assist in developing fraud risks and possible mitigants around new ventures.
• Analytics
  • Ability to use several systems and Microsoft Excel to analyze fraudulent account activities and fraudulent patterns.
  • Identify through fraud case analysis opportunities to enhance internal policies, procedures and controls within the enterprise
  • Utilize several tools and systems cross functionally to identity, investigate and mitigate fraud
• Technical Writing
  • Ability to draft complete, yet concise case reports to fulfill departmental and regulatory requirements

What do you need?

• Minimum 3 years of experience in field of fraud investigation, preferably in financial services industry.
• Thorough knowledge and understanding of the field's concepts, practices, and procedures, especially with respect to interview/interrogation and regulatory reporting.
• Possess/Project self-confidence with excellent verbal/written communication and inter-personal skills

Technology Skills:

• Proficiency in office skills: computer, typing, MS Office (Word, Excel, Outlook)

Knowledge of core and ancillary banking systems

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.