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.

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