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AVP/Fraud Operations Manager

2 months ago

Malvern, United States Customers Bank Full time

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 Operations Manager, AVP

FLSA: Exempt

Report to Manager: FCC Fraud Risk Manager

Department: Financial Crimes Compliance (Fraud Investigation Team)

Work Location: West Reading or Malvern (Hybrid - Mon, Tues, Thurs)

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:

This position is responsible to maintain the operational integrity of the FPI Department with supervision of the Fraud Analysts and point of contact for the Fraud Investigators.

  • Supervise fraud analysts on the FPI team. Provide direction and oversight of daily work assignments and overall performance.
  • Assist with new employee onboarding and training.
  • Assist with providing ongoing training to FPI Team Members as required.
  • Assist with the creation and maintenance of FPI training materials.
  • Participate in weekly Investigator meetings.
  • Oversee pending SAR filings to ensure timely submission to BSA.
  • Liaison with other business units as needed regarding fraud investigations or alerts.
  • Compline and distribute daily and weekly FPI reporting as required.
  • Perform monthly reconcilements of the General Ledger accounts utilized by the FPI Department.
  • Assist with the investigation of high-profile cases or cases with the potential for significant loss and / or exposure to the bank.
  • Perform review of daily alerts on a weekly basis to ensure that daily alerts are completed timely. Remediate where necessary.
  • Oversee the Fraud email box to ensure items are addressed within departmental SLAs.
  • Assist with alert completion as required.
  • Participate in or lead FPI projects as assigned.
What do you need?
  • 3-5 years' experience with fraud investigations and SAR filing, preferably in the financial services sector.
  • 3-5 years' experience people management
  • 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.
  • Certification in financial fraud investigations, such as CFE is preferred.
Technology Skills:
  • Proficiency in office skills: computer, typing, MS Office (Word, Excel, Outlook)
  • Knowledge of various fraud mitigation systems, case management systems and banking systems in multiple payment/access channels.


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.