Fraud Quality Specialist: QC/QA & Investigations

Customers Bank; Malvern (Chester County); On-site; USD 65,000 - 105,000; Full time

Job summary

Customers Bank in Malvern, PA seeks a Fraud Quality Specialist to execute and improve the First Line Quality Program within Fraud Prevention & Investigations. This role performs QC reviews before completion and QA reviews after to ensure accuracy, regulatory compliance, and solid investigative decisions.

You will collaborate with Fraud Operations leadership, identify improvement opportunities, analyze root causes, and coach team members to raise performance.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• Experience with fraud operations or quality assurance.
• Strong analytical and problem-solving skills.
• Knowledge of banking regulations (e.g., BSA/Reg E).
• Experience with data analytics and QA analytics.

Responsibilities

• Conduct preventive QC reviews of fraud alerts, investigations, disputes, SARs and data quality activities.
• Perform retrospective QA reviews of completed work to ensure standards and regulatory compliance.
• Develop and improve QC/QA methodologies, criteria, samples, templates and scoring guides.
• Analyze QC/QA results to identify trends and opportunities for improvement.
• Coach investigators and staff; support automation, analytics, and AI-enabled tools.

Skills

Analytical thinking

Attention to detail

Regulatory knowledge

Quality assurance

Communication

Coaching

Process improvement

Education

Bachelor's degree

Tools

Excel

BI tools

Job description

Customers Bank in Malvern, PA seeks a Fraud Quality Specialist to execute and improve the First Line Quality Program within Fraud Prevention & Investigations. This role performs QC reviews before completion and QA reviews after to ensure accuracy, regulatory compliance, and solid investigative decisions.

You will collaborate with Fraud Operations leadership, identify improvement opportunities, analyze root causes, and coach team members to raise performance.