ORS Partners

  • Credit Card Fraud Investigations Manager

    Job Locations US-CT-New Haven
    Posted Date 2 months ago(6/14/2018 5:49 PM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    Job ID
    # of Openings
  • Overview

    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.

    Customers Bank, recently named by Forbes magazine as the 35th Best Bank in America (there are over 5,700 banks in the United States!), has an exciting opportunity for a Credit Card Fraud Investigations Manager within our Security Department. The primary objective for the Credit Card Fraud Investigations Manager is to establish and lead a credit card fraud department, providing credit card fraud mitigation support as a key member of the Loss Prevention and Investigations Team.

    We are looking for a strong communicator with excellent problem-solving skills, who thrives in a fast-paced environment.


    • Collaborate with the Consumer Lending Department and other relevant colleagues to build a Credit Card/Lending Fraud Department by creating policies, procedures, and implementing best practices for fraud mitigation and investigations
    • Conduct routine to complex card fraud investigations, error resolution processing, and monitoring of credit card fraud detection systems to ensure fraud mitigation is most effective for the organization
    • Make impactful, independent decisions in a fast-paced environment and be empowered to apply professional judgement while analyzing cases daily
    • Understand suspicious activity reporting requirements, make recommendations to file, and/or prepare such reports accordingly



    • Thorough understanding and demonstrated execution of best practices associated with conducting basic to complex card fraud investigations
    • Extensive knowledge of Regulation E and Regulation Z
    • Knowledge of all regulatory requirements associated with fraud investigations, such as FINCEN, Bank Secrecy Act, Uniform Commercial Code, Regulation CC, Gram-Leach-Bliley
    • Management of teams and processes
    • Demonstrated professionalism and self-confidence to independently and successfully conduct informational and/or admission-seeking interviews with victims, witnesses, and/or fraud suspects
    • Understand the importance of balancing risk and customer experience
    • 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
    • Knowledge and experience with synthetic identity theft, kiting and bust-out scams
    • Experience with link analysis for purposes of identifying criminal ring activity
    • Knowledge of the credit card underwriting process, credit bureau reporting, and associated fraud alerts and application fraud and mis-representations


    • Influence positive change throughout the organization through effective communication of significant issues
    • Set positive example through willingness to participate in continuous education activities in the form of conferences, seminars, training, etc. to stay abreast of the evolving fraud trends
    • Analytics
    • Ability to trace movement of illicit funds to maximize fraud recovery efforts
    • Identify through fraud case analysis opportunities to enhance internal policies, procedures, and controls within the enterprise

    Networking/Interpersonal Skills

    • Maintain a robust network consisting of peers in the field of fraud mitigation, law enforcement and internal business partners to facilitate collaboration and enhancement of fraud mitigation efforts

    Technical Writing

    • Ability to draft complete, yet concise case reports to fulfill departmental and regulatory requirements



    • 5+ years of experience in field of credit card fraud investigations required
    • Bachelor’s Degree preferred
    • Proficient in Microsoft Office Suite
    • Knowledge of core and ancillary banking systems
    • Experience with fraud mitigation systems
    • Understanding of the FICO system and familiarity with FIS system
    • 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 interpersonal skills
    • Ability to multi-task with strong project management skills

    Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.

     VEVRAA Federal Contractor, seeking priority referral of qualified protected veterans.


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