Senior Team Manager, Fraud Investigations

At Schwab, you’re empowered to make an impact on your career. The Fraud Investigations Execution (FIX) team within Financial Crimes Risk Management safeguards clients and the firm from financial harm by overseeing second-line fraud investigations, managing fraud account restrictions, supporting partner escalations, directing case assignment and reporting, and maintaining procedures that improve the effectiveness and efficiency of fraud investigations.

As a Senior Manager, FIX, Communication, Responsiveness, Investigative Support, and Partnership (CRISP), you will lead a high performing team responsible for delivering timely, accurate, and compliant support across the fraud investigations lifecycle. This role serves as the central point of coordination between Investigations, Intake, Operations, Risk, Compliance, and business partners, ensuring clear communication, strong execution, and consistent, defensible outcomes.

You will own the CRISP function as the front door for fraud investigation inquiries and escalation management, driving responsiveness, transparency, and resolution quality. In addition to managing daily operations, you will lead process optimization, root cause analysis, and continuous improvement efforts to reduce friction, improve partner experience, and ensure scalable, audit ready support in a highly regulated environment.

Key Responsibilities

Leadership & Execution

• Lead, coach, and develop a team accountable for CRISP support, escalation management, and investigation coordination.

• Set clear expectations and drive performance across quality, timeliness, productivity, and partner experience metrics.

• Prioritize workload based on risk, regulatory exposure, and client impact; ensure alignment with service-level expectations.

• Foster a culture of accountability, ownership, and continuous improvement.

Escalation & Inquiry Management

• Oversee escalations and complex, high-risk cases; provide sound, risk-based decisioning.

• Serve as the primary escalation point for business partners across active and completed fraud investigations.

• Ensure timely, accurate, and professional responses across email, Teams, and FraudConnect channels.

• Drive toward one touch resolution where appropriate and reduce repeat inquiries through improved clarity and execution.

Process Improvement & Transformation

• Identify root causes of escalations and inquiry trends; translate insights into sustainable process improvements.

• Standardize procedures, documentation, and communication frameworks to improve consistency and transparency.

• Lead initiatives that reduce inquiry volume, enhance the partner experience, and increase operational efficiency.

• Partner across FIX, Compliance, and Risk teams to align on forward-looking process enhancements and control improvements.

Risk, Compliance & Regulatory Alignment

• Ensure adherence to Regulation E, UCC, SAR, and internal policy requirements.

• Oversee regulatory complaint responses in partnership with Compliance Complaints Risk Management and other stakeholders.

• Maintain strong control discipline and ensure decisions are well-supported, documented, and exam defensible.

• Monitor for emerging risks and proactively adjust processes or controls as needed.

Data, Reporting & Insights

• Leverage FraudConnect and inquiry data to monitor trends, identify risks, and inform decision-making.

• Develop reporting and insights that improve visibility into performance, quality, and escalation drivers.

• Use data to anticipate issues, improve investigative consistency, and support scalable operations.

Partnership & Collaboration

• Build strong partnerships with Intake, Investigations, Operations, Risk, Compliance, and business stakeholders.

• Act as a connector across teams to improve communication, alignment, and end-to-end process outcomes.

• Influence cross-functional stakeholders to drive alignment on priorities, decisions, and process changes.

Required Qualifications

• Bachelor’s degree or equivalent experience.

• 5+ years of leadership experience in fraud, financial crimes, risk, or operations.

• 5+ years of experience in financial services or fraud investigations.

• Strong knowledge of Regulation E, UCC, SAR, and investigative practices.

• Demonstrated ability to make accurate, timely, and well-documented risk-based decisions.

• Proven ability to lead through change in dynamic, high-volume, regulated environments.

• Strong judgment with the ability to anticipate risk and proactively adjust strategies.

• Ability to balance operational execution with process improvement and strategic thinking.

Preferred Qualifications

• 8+ years of fraud investigations or financial crimes experience.

• Experience leading Reg E intake and/or investigation teams.

• Experience building or leading centralized inquiry/escalation functions (e.g., CRISP-like models).

• Familiarity with fraud detection tools, analytics, or workflow platforms (e.g., FraudConnect).

• Certifications such as CFE or CAMS.

• Experience supporting both banking and brokerage products.