Fraud Case Management Product & Project Support Consultant

KeyBank • Brooklyn, OH

2d • $71,000 - $125,000 • Hybrid

About The Position

We are seeking a highly skilled Product & Project Support Consultant to support the Fraud Case Management (FCM) platform. This role will involve a combination of product ownership support, project execution, business analysis, and operational problem‑solving. The ideal candidate thrives at the intersection of fraud operations, technology, and delivery—ensuring the platform runs effectively today while enabling future enhancements.

Requirements

• Strong experience supporting Fraud Case Management platforms or comparable fraud, disputes, AML, or risk systems.
• Demonstrated ability to perform both product support and project delivery functions.
• Excellent business analysis skills, including requirement elicitation, process mapping, and gap analysis.
• Hands‑on experience with testing (UAT), defect tracking, and release readiness.
• Ability to analyze complex data, workflows, and system behavior to identify issues and improvement opportunities.
• Proven track record of working effectively with technology teams and external vendors.
• Strong ownership mentality with the ability to operate independently.
• Exceptional organizational and prioritization skills in a fast‑paced environment.
• Comfortable balancing tactical production support with strategic project work.
• Confident communicator who can simplify complex concepts for diverse audiences.
• Ability to independently stay current on industry trends and best practices across fraud operations, technology, risk, and compliance functions.
• Collaborative, solutions‑oriented mindset aligned to how Alicia Finan and Pam Strait support the platform and teams.

Nice To Haves

• Background in fraud operations, fraud strategy, or financial crimes risk.
• Experience with Agile and/or hybrid delivery methodologies.
• Familiarity with case management configuration, rules engines, alerts, workflows, and reporting.
• Experience with FileNet strongly preferred.
• Experience leveraging SQL, SAS, or similar tools to gather and analyze data.
• Experience supporting regulatory, compliance, or audit‑driven initiatives.

Responsibilities

• Serve as a core support partner for the Fraud Case Management platform, ensuring stability, usability, and continuous improvement.
• Act as a functional subject matter expert (SME) for FCM capabilities, workflows, rules, and integrations.
• Translate fraud operations needs into clear, actionable product requirements, user stories, and acceptance criteria.
• Support configuration, testing, validation, and release activities for platform enhancements.
• Troubleshoot production issues, conduct root‑cause analysis, and coordinate fixes with technology partners.
• Support end‑to-end delivery of FCM‑related initiatives, including enhancements, regulatory changes, vendor upgrades, and operational improvements.
• Partner with project managers, technology teams, and vendors to ensure milestones, dependencies, and risks are well understood and managed.
• Coordinate UAT activities, including test case creation, execution support, and defect management.
• Ensure deliverables align with fraud strategy, compliance requirements, and operational workflows.
• Act as a liaison between Fraud Operations, Product, Technology, Risk, and Compliance teams.
• Facilitate working sessions, requirement walkthroughs, and solution reviews with cross‑functional stakeholders.
• Provide clear, concise status updates, documentation, and decision support to leadership and partners.
• Maintain high‑quality documentation including process flows, business requirements, platform configurations, operating procedures, and release notes.
• Ensure changes align with enterprise governance, risk management, and change‑control standards.
• Support audits, exams, and model or process reviews related to the FCM platform.

Benefits

• This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually.
• Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.
• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
• Please click here for a list of benefits for which this position is eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees