Fraud QA & Investigations Specialist (AI-Enabled)

Customers Bank; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

Customers Bank is seeking a Fraud Quality Specialist to execute and continually improve the First Line QC/QA program for fraud prevention & investigations. You will conduct preventive QC reviews of alerts, investigations, disputes, and data quality activities, and perform retrospective QA reviews to evaluate accuracy and effectiveness.

You will collaborate with Fraud Operations leadership to apply quality standards, analytics, and process improvements, leveraging AI-enabled tools while ensuring

Qualifications

• Bachelor's degree or equivalent; 3–5 years in Fraud Operations, Quality Assurance, or related roles.
• Experience conducting fraud investigations and performing operational quality reviews.
• Strong analytical, problem-solving, organizational, and written communication skills.

Responsibilities

• Conduct preventive QC reviews of fraud alerts, investigations, disputes, SARs, and data quality activities prior to work completion.
• Perform retrospective QA reviews to evaluate quality, consistency, and effectiveness of investigations.
• Develop and improve QC/QA methodologies, sampling criteria, and scoring guidance.
• Analyze QC/QA results to identify trends and opportunities for improvement; create dashboards and management reports.
• Provide coaching and training to investigators and fraud staff to reinforce quality standards.
• Identify automation and AI opportunities to enhance review efficiency and accuracy.

Skills

Analytical skills

Attention to detail

Regulatory knowledge

Problem solving

Communication skills

Coaching & training

Process improvement

Technical skills

Time management

Education

Bachelor's degree or equivalent

Tools

Fraud monitoring systems

Case management tools

Reporting software

Excel

Job description

Customers Bank is seeking a Fraud Quality Specialist to execute and continually improve the First Line QC/QA program for fraud prevention & investigations. You will conduct preventive QC reviews of alerts, investigations, disputes, and data quality activities, and perform retrospective QA reviews to evaluate accuracy and effectiveness.

You will collaborate with Fraud Operations leadership to apply quality standards, analytics, and process improvements, leveraging AI-enabled tools while ensuring