FCRM Team Lead – Fraud Coordinator

The FCRM Team Lead – Fraud Coordinator is responsible for leading, managing and overseeing the Bank’s fraud incident intake and coordination process, ensuring that all reported or suspected fraud incidents are promptly assessed, appropriately escalated, and effectively managed through resolution.  This role serves as a central point of coordination across relevant business units and stakeholders, facilitating timely communication, consistent processes, and efficient responses to fraud-related incidents.  The Fraud Coordinator ensures incidents are properly documented, tracked, investigated and resolved in accordance with the standards of the FCRM Fraud program and procedures, as well as regulatory requirements.  This position will additionally be responsible for communicating directly with customers regarding escalated fraud incidents, providing appropriate updates, gathering required information, and ensuring that specific status details and outcomes are documented and communicated in a timely manner. The Fraud Coordinator is also tasked to identify trends and opportunities to strengthen the Bank’s overall fraud prevention and response framework.

• Supports management to ensure the successful operation of the Financial Intelligence Unit.
• Coordinate and manager the Fraud Ticketing System to ensure fraud intake and response operate in accordance with unit standards.
• Serve as Point of Contact for escalated matters requiring communication with customers to provide enhanced updates for ongoing fraud claims.
• Deliver ongoing updates to cases within the Fraud Ticketing System, in support of the Contact Center engagement with customers.
• Coordinate discussions with relevant bank departments and resolve escalated issues arising from operations and require coordination with other departments.
• Collaborate with relevant management and provide input to strategic decisions that affect the functional area of responsibility.
• Lead a designated team conducting fraud investigations that may include confidential Bank of Hope related matters or Bank employees.
• Drive ongoing improvement through engagement with key partners such as risk operations, compliance, risk management, third party vendors and consultants to continuously review and improve fraud strategies, mitigate risk and reduce fraud related losses.
• Understand the functionality, infrastructure and usage of the bank's fraud monitoring capabilities (traditional and online) with a high degree of subject matter expertise.
• Support the management with departmental initiatives, audits, examinations, and regulatory requests as needed.
• Perform ad hoc reviews, research, and special projects, as assigned by management.
• Participate in process improvement efforts and policy enhancement initiatives.
• Provide technical guidance and mentoring to investigators with respect to case analysis techniques, documentation, and interaction with representatives from the front line.
• Assist Unit Manager to provide comprehensive and ongoing training designed to inform the investigators about policy, procedures changes, typologies, recent trends, updates, and opportunities to improve efficiency and quality.
• Complete miscellaneous administrative and reporting tasks related to FCRM Fraud objectives.
• Prepare and present complex written and verbal materials (reports, findings and presentations) to senior management for potential exit recommendations.
• Assist Unit Manager with promoting an effective and efficient team culture through continuous communication, timely feedback, and appropriate supervisory practices.

Education/Credentials

• Bachelor’s degree, ideally in Business, Economics, Accounting or Criminal Justice or related major, or equivalent working experience in relevant industry.
• AFC/AML/Fraud related certification

Prior Experience

• 5+ years of experience in banking or in the financial industry with direct working experience in Fraud/BSA/AML. 3+ years of managerial/leadership experience preferred.

Technical Skills

• Proficient and detailed understanding of fraud, anti-money laundering and Bank Secrecy Act/USA PATRIOT Act laws and regulations, specifically for applying to investigative processes.
• Comprehensive knowledge and ability to interpret and explain financial crime and fraud typologies, red flags and schemes.
• Exceptional research and analytical skills with the ability to analyze large amounts of data, decipher higher risk attributes (transactional, geographical, product, customer type, etc.) and disposition appropriately.
• Strong understanding of banking, bank products and services, flow of funds, including but not limited to Operations, Lending, Corporate Banking, Trade Finance, Credit Card, etc.
• Ability to identify gaps in existing processes/procedures and efficiency gain through enhanced procedures.
• Ability to demonstrate a high level of ethical behavior and follow the Code of Conduct.
• Demonstrated ability to lead and manage high-performing investigations team.
• Strong working knowledge of Microsoft applications, specifically Outlook, Word, and Excel.
• Excellent interpersonal communication skills.
• Excellent written and verbal communication skills.
• Demonstrated critical thinking ability.
• Strong analytic and organization skills.
• Ability to multi-task to succeed in a dynamic and fast-paced environment.

The salary range for this full-time position is $95,000 - $110,000 annually + bonus + benefits

Salary ranges are determined based on qualifications, level, and location.

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.