Malvern, PA | West Reading, PA | 2 Locations
Full time | Full time
REQ-2025-545
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.
Work location: West Reading or Malvern Hybrid Mon, Tues, Thurs in office
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.
What you'll do: The primary objective for the Fraud Investigator is to provide cross-functional, fraud mitigation support as a key member of the Fraud Prevention and Investigations Team. Responsibilities include conducting routine to complex fraud investigations, suspicious activity reporting, and monitoring of fraud detection alerting systems covering multiple payment channels. The Investigator is also responsible for investigating and processing Regulation E Claims ACH / Debit Card Disputes. This position requires the ability to make impactful decisions in a fast-paced environment and team members are empowered to apply professional judgement while analyzing cases, daily. Fraud Investigators are expected to cross train on all department functions.
Responsibilities:
1. Thorough understanding and demonstrated execution of best practices associated with conducting basic to complex fraud investigations including knowledge on recovering funds due to fraudulent acts.
2. Basic understanding of all regulatory requirements associated with fraud investigations, such as Bank Secrecy Act, UCC, Regulation CC, Regulation E, and Gram-Leach-Bliley.
3. Experience with cryptocurrency digital assets fraud investigations preferred.
4. Experience with SBA/PPP loan reviews preferred.
5. Demonstrated professionalism and self-confidence to independently and successfully conduct informational and/or admission-seeking interviews with victims, witnesses, and/or fraud suspects.
6. Ability to recognize and act upon the importance of balancing risk and customer experience.
7. Strong ability to multi-task while also staying adaptive and flexible to constant changes that impact the fraud industry.
8. Proven communication skills and self-confidence to proactively contact and interact with potential fraud victims or suspects, other financial institutions, and law enforcement as part of the process to validate high-risk financial activity.
9. Identify deficiencies in internal controls, policies and procedures, and recommend changes to prevent future frauds and mitigate risks.
10. Prepare and file accurate and timely suspicious activity reports.
11. Assist with recovering funds directly through other financial institutions and/or law enforcement agencies.
12. Participates in special projects and performs other duties as directed by management.
What do you need?
1. Minimum 3 years of experience in the field of fraud investigation, preferably in the financial services industry.
2. Thorough knowledge and understanding of the fields concepts, practices, and procedures, especially with respect to interview/interrogation and regulatory reporting.
3. Possess/Project self-confidence with excellent verbal/written communication and inter-personal skills.
4. Technology Skills: Proficiency in office skills: computer, typing, MS Office Word, Excel, Outlook. Knowledge of core and ancillary banking systems.
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.
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.
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