Fraud Quality Specialist - Investigations & Analytics

Customers Bank; Northern (KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive benefits

Professional development

Job summary

Customers Bank seeks a Fraud Quality Specialist to execute and improve the First Line Quality Program within Fraud Prevention & Investigations. You will perform QC reviews before case closure and QA reviews after completion, ensuring accuracy, consistency, and sound investigative decisions across fraud operations.

You will partner with Fraud Operations leadership to set quality standards, identify improvement opportunities, and coach team members to enhance performance.

Qualifications

• Bachelor's degree or equivalent combination of education and experience preferred.
• 3–5 years of experience in Fraud Operations, Financial Crimes, Quality Assurance, or related roles.
• Experience conducting fraud investigations, reviewing fraud casework, or performing operational quality reviews.

Responsibilities

• Conduct preventive QC reviews of fraud alerts, investigations, disputes, SARs, and data quality activities before work completion.
• Perform retrospective QA reviews to evaluate accuracy, consistency, and investigative quality.
• Analyze QC/QA results to identify trends and opportunities for improvement.
• Develop corrective actions, training, and coaching to strengthen performance.
• Leverage analytics, automation, and AI-enabled tools to enhance reviews while ensuring governance.

Skills

Analytical Skills

Attention to Detail

Regulatory Knowledge

Problem-Solving

Communication Skills

Coaching & Training

Process Improvement

Technical/System Skills

Time Management & Prioritization

Education

Bachelor's degree or equivalent

Tools

Fraud monitoring systems

Case management tools

Reporting software

Excel

BI tools

Job description

Customers Bank seeks a Fraud Quality Specialist to execute and improve the First Line Quality Program within Fraud Prevention & Investigations. You will perform QC reviews before case closure and QA reviews after completion, ensuring accuracy, consistency, and sound investigative decisions across fraud operations.

You will partner with Fraud Operations leadership to set quality standards, identify improvement opportunities, and coach team members to enhance performance.