Director of Fraud Escalations

Q2 Software • Austin, TX

15d • Hybrid

About The Position

As passionate about our people as we are about our mission. Why Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers. What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together. The Job At-A-Glance : As the Director of Fraud Escalations , you will lead a specialized team responsible for investigating and resolving complex, high-impact fraud cases escalated from banking customers. This role requires strategic leadership, strong problem-solving skills, and a deep understanding of fraud detection, investigation, and resolution within the financial services industry. You will work closely with customer support, risk, legal, compliance, and technology teams to ensure a fast, fair, and secure resolution process for affected customers.

Requirements

• Typically requires a Bachelor's degree in finance, criminal justice, business, or a related field, and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience.
• At least 5–7 years of experience managing and developing investigative or fraud operations teams, ideally within financial services or banking.
• Strong understanding of fraud types (e.g., account takeover, check fraud, identity theft, card fraud), investigative techniques, and regulatory obligations (e.g., Reg E, Reg Z, UDAAP).
• Experience working cross-functionally with customer service, legal, compliance, and technology teams.
• Leadership Skills: Proven ability to lead and motivate high-performing teams in a fast-paced, high-risk environment.
• Excellent interpersonal and communication skills, with the ability to navigate sensitive situations involving customers and stakeholders.
• Strategic thinker with a customer-first mindset and a bias toward action and continuous improvement.
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

• Fraud Case Strategy & Oversight: Oversee the end-to-end resolution of escalated fraud cases from banking customers, ensuring swift, thorough, and compliant handling.
• Develop and implement frameworks and standard operating procedures for fraud escalation handling and customer remediation.
• Monitor key fraud trends and emerging threats, and work with internal partners to proactively address vulnerabilities or recurring issues.
• Collaborate with fraud analytics and detection teams to improve case identification and routing accuracy.
• Leadership & Team Development: Lead, mentor, and develop a high-performing team of fraud investigators and case managers.
• Establish performance metrics and ensure continuous training and professional development for fraud resolution staff.
• Foster a culture of accountability, empathy, and customer advocacy while maintaining regulatory and risk standards.
• Risk Management & Incident Response: Partner with enterprise risk, legal, and compliance teams to ensure proper handling of fraud incidents in accordance with internal policies and external regulations.
• Lead root cause analyses of fraud escalation trends and implement controls or process changes to reduce future impact.
• Support audits, regulatory reviews, and internal investigations related to fraud handling and resolution.
• Collaboration & Stakeholder Engagement: Serve as a key liaison between the fraud resolution team and internal stakeholders including customer support, risk management, product, and executive leadership.
• Communicate complex fraud findings clearly and effectively to both technical and non-technical audiences.
• Advocate for system or process improvements that enhance the customer experience and reduce fraud exposure.
• Continuous Improvement & Innovation: Stay informed about the latest fraud tactics, customer impact trends, and financial crime prevention technologies.
• Identify opportunities to automate manual processes and integrate tools that enhance fraud case management and reporting.
• Recommend improvements that streamline operations, reduce resolution time, and improve customer satisfaction.

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees