Associate, Quality Specialist - Fraud Prevention & Investigations

Fraud Quality Specialist

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.

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.

The Fraud Quality Specialist is responsible for executing and continuously improving the First Line Quality Program within Fraud Prevention & Investigations. This role performs Quality Control (QC) reviews before work is completed to identify and correct issues prior to case closure and Quality Assurance (QA) reviews after work is complete to evaluate the effectiveness, consistency, and quality of fraud operations.

The Fraud Quality Specialist partners closely with Fraud Operations leadership to establish and reinforce quality standards, identify operational improvement opportunities, analyze root causes, recommend practical corrective actions, and coach team members to improve performance. The role also supports the evolution of the quality program through process improvement, quality analytics, automation, and responsible use of artificial intelligence (AI).

Core Purpose:

• Execute and continuously improve the First Line Quality Control (QC) and Quality Assurance (QA) Program for Fraud Prevention & Investigations.
• Promote consistent, high-quality fraud investigations through objective quality standards, coaching, and continuous process improvement.
• Identify opportunities to improve quality, operational effectiveness, investigator performance, and customer outcomes through meaningful analysis and practical recommendations.
• Leverage data analytics, automation, and AI-enabled tools to improve the efficiency, consistency, and effectiveness of quality reviews.

Key Responsibilities:

Quality Control & Quality Assurance Reviews: Conduct preventive Quality Control (QC) reviews of fraud alerts, investigations, disputes, SARs, and data quality activities prior to work completion, as well as retrospective Quality Assurance (QA) reviews of completed work. Evaluate compliance with quality standards, internal procedures, regulatory requirements, and service level expectations while ensuring consistency, accuracy, completeness, and sound investigative decision-making.

Quality Standards & Review Methodology: Maintain and continuously improve QC and QA review methodologies, validation criteria, sampling methodologies, quality standards, review templates, and scoring guidance. Exercise sound judgment when evaluating work quality, particularly in situations where procedures require clarification or do not fully address unique circumstances.

Quality Analytics, Reporting & Trend Analysis: Analyze QC and QA results to identify recurring themes, emerging risks, operational trends, and opportunities for improvement. Develop meaningful quality metrics, dashboards, and management reporting that provide actionable insights into operational performance and quality.

Root Cause Analysis & Continuous Improvement: Analyze quality findings to determine underlying causes and distinguish between training opportunities, procedural gaps, process deficiencies, system limitations, workload challenges, and individual performance issues. Develop practical corrective and preventive action recommendations that strengthen operational effectiveness and improve quality outcomes.

Process Improvement: Review operational processes and quality review results to identify opportunities to improve efficiency, consistency, customer experience, and risk management. Recommend enhancements to quality review methodologies and operational workflows while partnering with business process owners to implement improvements.

Procedure Review & Enhancement: Evaluate operational procedures during quality reviews and identify opportunities to improve clarity, consistency, and effectiveness. Partner with the Governance Lead by providing recommendations based on quality review findings, operational experience, and identified process gaps.

Coaching & Performance Development: Provide timely, constructive feedback to investigators and fraud operations staff based on QC and QA review results. Develop targeted coaching, job aids, and training recommendations that reinforce quality standards, improve investigator performance, and reduce recurring quality issues.

Innovation, Automation & AI: Identify opportunities to improve quality reviews through automation, reporting enhancements, workflow optimization, and AI-enabled tools. Leverage technology to improve review efficiency, documentation quality, analytical capabilities, and reporting while maintaining appropriate human oversight and governance.

Projects & Strategic Initiatives: Participate in departmental projects, audit remediation efforts, quality improvement initiatives, and cross-functional activities. Provide quality-related insights that strengthen fraud operations, improve internal controls, and support strategic objectives.

Maintain and continuously improve QC and QA review methodologies, validation criteria, sampling methodologies, quality standards, review templates, and scoring guidance. Exercise sound judgment when evaluating work quality, particularly in situations where procedures require clarification or do not fully address unique circumstances.

What do you need?

• Analytical Skills: Strong analytical and critical thinking skills with the ability to evaluation complex fraud investigations, identify errors, trends, determine root causes, exercise sound judgment, and recommend practical operational improvements.
• Attention to Detail: Precision in reviewing documentation, decisions, and communications to ensure accuracy and compliance.
• Regulatory Knowledge: Working understanding of key banking regulations (e.g., Bank Secrecy Act, Reg E, NACHA) and other applicable banking regulation.
• Problem-Solving: Ability to establish objective quality standards, analyze operational challenges, and recommend practical, risk-based solutions that improve quality, efficiency, and customer outcomes.
• Communication Skills: Clear verbal and written communication to provide feedback, draft reports and collaborate across teams.
• Coaching & Training: Ability to coach, mentor, and influence investigators through constructive feedback, develop training materials and deliver targeted coaching.
• Process Improvement: Ability to evaluate operational processes, identify opportunities for improvement, and recommend enhancements that strengthen quality, consistency, efficiency, and operational effectiveness.
• Technical/System Skills: Familiarity with fraud monitoring systems, case management tools, and reporting software, proficiency in Excel and Business Intelligence tools.
• Time Management & Prioritization: Skill in managing multiple reviews, projects and reporting deadlines efficiently.

Qualifications:

• Bachelor's degree or equivalent combination of education and experience preferred.
• 35 years of experience in Fraud Operations, Financial Crimes, Quality Assurance, Quality Control, Compliance, Internal Audit, or related operational roles.
• Experience conducting fraud investigations, reviewing fraud casework, or performing operational quality reviews.
• Strong analytical, problem-solving, organizational, and written communication skills.

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.