Associate, Quality Specialist - Fraud Prevention & Investigations

Customers Bank • Malvern, PA

4d

About The Position

The Fraud Quality Specialist is responsible for executing and continuously improving the First Line Quality Program within Fraud Prevention & Investigations. This role performs Quality Control (QC) reviews before work is completed to identify and correct issues prior to case closure and Quality Assurance (QA) reviews after work is complete to evaluate the effectiveness, consistency, and quality of fraud operations. The Fraud Quality Specialist partners closely with Fraud Operations leadership to establish and reinforce quality standards, identify operational improvement opportunities, analyze root causes, recommend practical corrective actions, and coach team members to improve performance. The role also supports the evolution of the quality program through process improvement, quality analytics, automation, and responsible use of artificial intelligence (AI). The core purpose is to execute and continuously improve the First Line Quality Control (QC) and Quality Assurance (QA) Program for Fraud Prevention & Investigations, promote consistent, high-quality fraud investigations through objective quality standards, coaching, and continuous process improvement, identify opportunities to improve quality, operational effectiveness, investigator performance, and customer outcomes through meaningful analysis and practical recommendations, and leverage data analytics, automation, and AI-enabled tools to improve the efficiency, consistency, and effectiveness of quality reviews.

Requirements

• Strong analytical and critical thinking skills with the ability to evaluation complex fraud investigations, identify errors, trends, determine root causes, exercise sound judgment, and recommend practical operational improvements.
• Precision in reviewing documentation, decisions, and communications to ensure accuracy and compliance.
• Working understanding of key banking regulations (e.g., Bank Secrecy Act, Reg E, NACHA) and other applicable banking regulation.
• Ability to establish objective quality standards, analyze operational challenges, and recommend practical, risk-based solutions that improve quality, efficiency, and customer outcomes.
• Clear verbal and written communication to provide feedback, draft reports and collaborate across teams.
• Ability to coach, mentor, and influence investigators through constructive feedback, develop training materials and deliver targeted coaching.
• Ability to evaluate operational processes, identify opportunities for improvement, and recommend enhancements that strengthen quality, consistency, efficiency, and operational effectiveness.
• Familiarity with fraud monitoring systems, case management tools, and reporting software, proficiency in Excel and Business Intelligence tools.
• Skill in managing multiple reviews, projects and reporting deadlines efficiently.
• Bachelor's degree or equivalent combination of education and experience preferred.
• 3–5 years of experience in Fraud Operations, Financial Crimes, Quality Assurance, Quality Control, Compliance, Internal Audit, or related operational roles.
• Experience conducting fraud investigations, reviewing fraud casework, or performing operational quality reviews.
• Strong analytical, problem-solving, organizational, and written communication skills.

Responsibilities

• Conduct preventive Quality Control (QC) reviews of fraud alerts, investigations, disputes, SARs, and data quality activities prior to work completion, as well as retrospective Quality Assurance (QA) reviews of completed work. Evaluate compliance with quality standards, internal procedures, regulatory requirements, and service level expectations while ensuring consistency, accuracy, completeness, and sound investigative decision-making.
• Maintain and continuously improve QC and QA review methodologies, validation criteria, sampling methodologies, quality standards, review templates, and scoring guidance. Exercise sound judgment when evaluating work quality, particularly in situations where procedures require clarification or do not fully address unique circumstances.
• Analyze QC and QA results to identify recurring themes, emerging risks, operational trends, and opportunities for improvement. Develop meaningful quality metrics, dashboards, and management reporting that provide actionable insights into operational performance and quality.
• Analyze quality findings to determine underlying causes and distinguish between training opportunities, procedural gaps, process deficiencies, system limitations, workload challenges, and individual performance issues. Develop practical corrective and preventive action recommendations that strengthen operational effectiveness and improve quality outcomes.
• Review operational processes and quality review results to identify opportunities to improve efficiency, consistency, customer experience, and risk management. Recommend enhancements to quality review methodologies and operational workflows while partnering with business process owners to implement improvements.
• Evaluate operational procedures during quality reviews and identify opportunities to improve clarity, consistency, and effectiveness. Partner with the Governance Lead by providing recommendations based on quality review findings, operational experience, and identified process gaps.
• Provide timely, constructive feedback to investigators and fraud operations staff based on QC and QA review results. Develop targeted coaching, job aids, and training recommendations that reinforce quality standards, improve investigator performance, and reduce recurring quality issues.
• Identify opportunities to improve quality reviews through automation, reporting enhancements, workflow optimization, and AI-enabled tools. Leverage technology to improve review efficiency, documentation quality, analytical capabilities, and reporting while maintaining appropriate human oversight and governance.
• Participate in departmental projects, audit remediation efforts, quality improvement initiatives, and cross-functional activities. Provide quality-related insights that strengthen fraud operations, improve internal controls, and support strategic objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree