Manager, Fraud Investigations

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The Manager, Fraud Investigations plays a key individual contributor role on a Fraud Investigations (FI) team within the second-line of defense Financial Crimes/Fraud Risk Management organization. FI is responsible for conducting investigations of suspected incidents of fraud that are identified and escalated by first-line BUs, and pursuing recovery efforts of unauthorized debits to client accounts. Types of case investigations conducted may include unauthorized Wire, Check, ACH, Zelle, Debit Card, and BillPay transactions for both the Bank and Broker Dealer products that Schwab offers, as well as other types of suspected fraud impacting Schwab and our clients.

What you are good at:

You will serve a key role as a seasoned investigator on an FI team and be responsible for fraud investigations across a wide range of sophistication and complexity.  You will need to multitask at any given time several investigation reviews, approvals, escalations, assignments, procedures, and/or reports, which may include following up with investigators, clients, business partners, law enforcement, and/or other financial institutions with regard to fraud investigation cases.  You may also be asked to support other FI or Fraud Risk Management activities. 

You should have knowledge of filing Suspicious Activity Reports (SARs), and demonstrate the ability to help casework and SARs meet the highest standards of quality.  Excellent self-leadership and partnership skills are key for this role, and the ability to work with teammates and investigators through complex, high-volume investigative caseloads.  We are looking for a teammate who produces high-quality work, while maintaining a portfolio of cases in a fast-paced and dynamic environment. You will need to multitask investigations, as well as follow up with clients and business partners on your assigned cases.  Investigators at this level must demonstrate a high degree of initiative with limited direct supervision when addressing their daily responsibilities. All casework must be completed within well-defined regulatory guidelines in a busy and highly scrutinized environment. You should be able to demonstrate consistency in exercising sound judgment and decision-making with respect to risk and fraud issues. The ability to effectively balance individual cases, overall workloads, and additional responsibilities at a high level of competency is required.  You should also be adept at verbal and written communication. 

You may be asked to support updates on cases, threats, trends, and projects.  You will demonstrate personal initiative, innovative thinking, and cross-functional collaboration to help develop oversight around the impact of fraud and scams on Schwab and our clients.  You will proactively seek opportunities to partner with stakeholders on Fraud Investigations teams and throughout Corporate Risk Management, FCRM, and with business partners across the firm to meet these objectives.

#FCRM

What you have

Required Qualifications:

• At least 5-8 years of experience that demonstrates skills and expertise that would support effective execution of the responsibilities in this job description, in a fraud, compliance, and/or risk management environment in the financial services industry.
• Understanding of complex scam and fraud tactics, typologies, and methodologies. Familiarity with how/why client-facing professionals identify and escalate incidents of suspected fraud.  Familiarity with how models and risk engines are used to identify, prevent, and investigate incidents of fraud and scams. 
• Ability to analyze issues and develop problem solving methodology with minimal guidance.
• Proven problem-solving skills, experience in handling complex customer issues, the ability to manage high-pressure situations, resolution, and follow-through. Exceptional client focus.
• Smart time management skills utilizing a risk-based approach to prioritizing and completing daily tasks and managing many active cases simultaneously. Ability to multi-task and work in a high-volume, high-pressure environment.
• Effective interpersonal, influencing, and facilitation skills, with well-developed verbal and written communication practices.
• Ability to form relationships effectively and quickly, establish trust, respect, competence, and confidence.
• Demonstrated ability to effectively work independently while also leading, coaching, and guiding team members.
• Exceptional client focus; ability to effectively and quickly form relationships and establish trust, respect, competence, and confidence; championing timely and responsive resolution to clients’ inquiries related to assigned casework.

Preferred Qualifications:

• At least 5-8 years of experience with financial investigations and/or customer service, supporting clients with complex questions and issues through resolution.
• Experience with brokerage and/or bank services, products, processes, payments, or transactions is preferred.
• Experience with Regulation E Error Resolution procedures, Uniform Commercial Code (UCC) for check processing, Suspicious Activity Report (SAR) filings, and other regulatory compliance standards is preferred.
• Memberships, continuing education, and/or certifications in industry associations is supported an encouraged – for example, the International Association of Financial Crimes Investigators (IAFCI), Certified Fraud Examiner (CFE), Certified Anti Money Laundering Specialist (CAMS), and related groups/designations.
• BS/BA degree, advanced degree, other coursework, and/or securities license(s) would be a plus.