Fraud Investigator

Summary

Fraud Investigator

6 Month Contract

Richmond, Virginia

Position Overview

This is a newly created team designed to serve as a fraud concierge function for customers. The team will guide customers through the fraud resolution process, provide consistent communication, and act as a centralized point of contact throughout an investigation. The goal is to improve the customer experience by eliminating the mixed messaging that can occur in a decentralized environment.

Must-Have Skills (Walking In the Door)

• Experience in fraud investigations, fraud operations, or fraud case management.
• Strong understanding of common fraud scenarios, including:
• Debit card fraud
• Wire transfer fraud
• Ability to confidently discuss fraud concepts with customers and explain investigation outcomes.
• Exceptional customer communication and relationship management skills.
• Demonstrated empathy and professionalism when working with customers experiencing fraud-related issues.
• Experience handling escalated customer situations or serving as a point of contact for complex customer concerns.
• Bachelor's degree required; an equivalent combination of education and experience may be considered.
• Typically requires 3 to 5+ years of experience in fraud investigations, fraud risk management, compliance, or a related field.
• Practical knowledge of fraud detection, investigation processes, and risk mitigation practices.

Preferred Backgrounds

• Fraud Investigator
• Fraud Operations Specialist
• Customer Escalation Specialist
• Office of the President / Executive Customer Relations
• Customer Advocacy or Resolution Teams within banking or financial services

Nice-to-Have Skills

• Experience with Verafin case management.
• Experience with FIS systems.
• Fraud-related certifications (not required).

Day-to-Day Responsibilities

• Manage fraud cases from initial customer contact through resolution.
• Serve as a primary point of contact for customers during the fraud process.
• Educate customers on fraud investigations and next steps.
• Provide proactive updates through phone, email, and text communications.
• Document case activity and maintain accurate records.
• Coordinate with internal fraud teams to ensure a smooth customer experience.
• Responsible for protecting organizations against fraud through fraud risk management strategies and controls.
• Monitors and addresses intellectual property infringement to safeguard the organization's brand.
• Supports anti-money laundering (AML) initiatives and compliance requirements.
• Develops and implements fraud management strategies and tactics.
• Prevents, detects, and investigates fraud involving customer accounts and takes appropriate corrective action.
• Investigates suspected incidents of fraud or illegal activity involving employees, vendors, or third parties.
• Coordinates information gathering and reporting with law enforcement agencies and may present evidence in court proceedings.
• Maintains case files, documentation, and evidence in accordance with legal and regulatory requirements.
• Manages fraud investigations independently with general supervision.
• Resolves challenging issues and exercises sound judgment in conducting investigations.
• Influences stakeholders through clear communication of facts, policies, and procedures.
• Performs additional duties and special projects as assigned.

Work Breakdown

• 30% Customer Facing
• Customer engagement
• Education and guidance throughout investigations
• Handling escalations and sensitive situations
• 60-70% Administrative
• Fraud case processing
• Documentation and case management
• Customer communications
• Outbound email and text correspondence

Case Volume

• Average of 3-5 new cases per day
• Approximately 25-30 active cases managed at any given time

What You'll Get in Return:

You will have the opportunity to work with a talented team of professionals in a dynamic and supportive environment. Client is offering competitive compensation, professional development opportunities, and the chance to make a significant impact on our clients' success.

What You Need to Do Now:

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position.

Job Description

Fraud Investigator

6 Month Contract

Richmond, Virginia

Position Overview

This is a newly created team designed to serve as a fraud concierge function for customers. The team will guide customers through the fraud resolution process, provide consistent communication, and act as a centralized point of contact throughout an investigation. The goal is to improve the customer experience by eliminating the mixed messaging that can occur in a decentralized environment.

Must-Have Skills (Walking In the Door)

• Experience in fraud investigations, fraud operations, or fraud case management.
• Strong understanding of common fraud scenarios, including:
• Debit card fraud
• Wire transfer fraud
• Ability to confidently discuss fraud concepts with customers and explain investigation outcomes.
• Exceptional customer communication and relationship management skills.
• Demonstrated empathy and professionalism when working with customers experiencing fraud-related issues.
• Experience handling escalated customer situations or serving as a point of contact for complex customer concerns.
• Bachelor's degree required; an equivalent combination of education and experience may be considered.
• Typically requires 3 to 5+ years of experience in fraud investigations, fraud risk management, compliance, or a related field.
• Practical knowledge of fraud detection, investigation processes, and risk mitigation practices.

Preferred Backgrounds

• Fraud Investigator
• Fraud Operations Specialist
• Customer Escalation Specialist
• Office of the President / Executive Customer Relations
• Customer Advocacy or Resolution Teams within banking or financial services

Nice-to-Have Skills

• Experience with Verafin case management.
• Experience with FIS systems.
• Fraud-related certifications (not required).

Day-to-Day Responsibilities

• Manage fraud cases from initial customer contact through resolution.
• Serve as a primary point of contact for customers during the fraud process.
• Educate customers on fraud investigations and next steps.
• Provide proactive updates through phone, email, and text communications.
• Document case activity and maintain accurate records.
• Coordinate with internal fraud teams to ensure a smooth customer experience.
• Responsible for protecting organizations against fraud through fraud risk management strategies and controls.
• Monitors and addresses intellectual property infringement to safeguard the organization's brand.
• Supports anti-money laundering (AML) initiatives and compliance requirements.
• Develops and implements fraud management strategies and tactics.
• Prevents, detects, and investigates fraud involving customer accounts and takes appropriate corrective action.
• Investigates suspected incidents of fraud or illegal activity involving employees, vendors, or third parties.
• Coordinates information gathering and reporting with law enforcement agencies and may present evidence in court proceedings.
• Maintains case files, documentation, and evidence in accordance with legal and regulatory requirements.
• Manages fraud investigations independently with general supervision.
• Resolves challenging issues and exercises sound judgment in conducting investigations.
• Influences stakeholders through clear communication of facts, policies, and procedures.
• Performs additional duties and special projects as assigned.

Work Breakdown

• 30% Customer Facing
• Customer engagement
• Education and guidance throughout investigations
• Handling escalations and sensitive situations
• 60-70% Administrative
• Fraud case processing
• Documentation and case management
• Customer communications
• Outbound email and text correspondence

Case Volume

• Average of 3-5 new cases per day
• Approximately 25-30 active cases managed at any given time

What You'll Get in Return:

You will have the opportunity to work with a talented team of professionals in a dynamic and supportive environment. Client is offering competitive compensation, professional development opportunities, and the chance to make a significant impact on our clients' success.

What You Need to Do Now:

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position.