Private Client Fraud & Claims Fraud Manager (Team Leader)
Do you have experience navigating complex situations and are you looking for growth opportunities in a rapidly evolving environment? Join our team.
As an employee on our Private Client Fraud & Claims team, you will ensure our clients receive the best fraud protection and remediation services in the industry. You will help to manage challenging situations by offering fraud detection, prevention, remediation, and recovery solutions, and helping manage customer expectations. Demonstrating delivery of best practices, you will leverage your deep understanding of prevention capabilities and fraud acumen to make informed decisions that protect or clients. If you are a critical thinker and able to exercise and able to solve problems in a fast-paced environment, you may be perfect for our team.
As a Fraud Manager, you will manage a team of specialist and analysts who deliver exceptional service when a fraud incident is reported, You will leverage strong fraud acumen and an understanding of prevention capabilities to make informed decisions in a fast-paced environment. This role is ideal for a critical thinker who can exercise judgment, solve problems, and drive consistent results through people leadership and operational excellence.
Job Responsibilities
- Run and oversee escalation and in-line support processes, including triage, decisioning, documentation, and timely communication to stakeholders.
- Perform end-to-end quality reviews of fraud escalations to confirm accuracy, completeness, and policy alignment; flag exceptions and recommend corrective actions.
- Provide direct production support during high-volume periods by working alerts, triaging queues, and taking client calls as assigned; meet daily productivity and quality targets.
- Lead a team of exempt and non-exempt employees and ensure daily work is completed accurately and on time.
- Manage performance through coaching and development; reinforce key behaviors, recognize strong performance, and address gaps using established performance management resources.
- Collaborate with clients, internal partners, LRCC (Legal, Risk, Compliance and Controls), external financial institutions, and as needed, law enforcement to mitigate losses and support recovery efforts.
- Partner with PCFC Prevention and PCFC Remediation leaders to support day-to-day operations and improve end-to-end outcomes.
- Serve as a subject matter expert for complex fraud and claims scenarios; resolve issues within policy and procedures and escalate when appropriate.
- Identify trends, opportunities, and root causes; recommend and implement process improvements that streamline workflows while maintaining strong risk and control standards.
Required Qualifications, Capabilities, and Skills
- People leadership experience, or strong team lead experience, with ability to coach, develop, and performance manage employees across roles and levels, including exempt and non-exempt.
- 4+ years of experience in Fraud Operations, including investigation, escalation, prevention, and remediation workflows.
- Excellent written and verbal communication skills; able to explain complex issues clearly and professionally to internal stakeholders and external clients.
- Strong time management and prioritization under deadlines; demonstrates independent decision-making and analytical rigor to produce clear, concise documentation.
- Experience preparing escalation materials and executive-ready presentations with succinct narratives for senior audiences.
- Highly analytical; proven ability to collect, analyze, and synthesize information across varied subjects; strong proficiency with Microsoft Excel, PowerPoint, and Word.
- Client and stakeholder management skills, including sound judgment and ability to advise senior leaders and line managers.
- Strong problem-solving mindset and judgment; identifies and escalates key issues, validates data, and develops actionable recommendations.
- Working knowledge of core banking systems and products, and relevant regulations impacting fraud processes, including AML, KYC, UDAAP, Reg E, and Reg CC.
- Experience executing or supporting control testing, quality assurance, or audit responses.
- Operational understanding of ACH, wires, RTP, card rails, Zelle, checks, and digital channels; familiarity with common fraud typologies across each.
- Working knowledge of company approved AI tools and the ability to effectively adopt and leverage them to drive engagement, collaboration and productivity.
Preferred Qualifications, Capabilities, and Skills
Basic data and analytics: foundational experience using Python, Alteryx, or SAS for data preparation, exploratory analysis, and simple automation (e.g., cleansing, joins, aggregations, trend checks), with the ability to translate findings into clear, actionable insights.
Exposure to Agile delivery; ability to write user stories and partner with product/tech on requirements
Experience with existing and emerging fraud trends in the banking industry preferred.
Customer claims intake and investigation experience.
- Phones experience a plus.
- Bachelor’s Degree or equivalent experience strongly preferred.