Fraud Investigator Team Lead

United Community Bank•Greenville, SC

2d•$42,061 - $64,465•Onsite

About The Position

The Fraud Investigator Team Lead oversees a team responsible for investigating suspected fraud, resolving customer fraud claims, and delivering an exceptional customer experience throughout the process. This role provides day‑to‑day guidance, case oversight, and subject‑matter expertise while ensuring timely, accurate, and compliant handling of all fraud investigations. The Team Lead serves as an escalation point for complex cases, collaborates with internal partners, and supports continuous improvement of fraud prevention and detection strategies.

Requirements

Associate or Bachelor’s degree preferred. Equivalent combination of education and relevant financial‑crimes experience may be considered in lieu of a degree.
Minimum of 5 years’ work experience in fraud investigation.
Strong analytical abilities with a focus on quickly and accurately identifying trends and patterns.
Demonstrated leadership and people‑management capabilities.
High attention to detail and strong organizational abilities.
Excellent communication skills.
Proficiency with investigative tools, technologies, and related software.
Demonstrate empathy and professionalism when assisting customers impacted by fraud.
Strong customer‑service orientation, with a commitment to delivering a positive experience to customers affected by fraud.
Ability to make sound judgments in moderately complex situations and provide well‑supported recommendations.
Knowledge of BSA/AML/OFAC regulations and adherence to all applicable requirements.
Knowledge of Regulation E and NACHA rules, with consistent compliance to both.
Understanding of Regulation CC and Federal Reserve return timeframes.
Understanding of card‑network rules and regulations.
Must be able to pass a criminal background & credit check

Nice To Haves

Prior leadership, coaching, or team lead experience preferred.
Possesses in‑depth knowledge of the Core platform and related internal banking systems, including (but not limited to) Director, Wires, ACH, Online Banking, Debit Cards, Research/Returns, and File Maintenance.
Experience with key fraud and security platforms, including Verafin, Q6, Blue Voyant.
Familiarity with Service Now.

Responsibilities

Lead, mentor, and develop a team of fraud investigators, providing coaching, performance feedback, and ongoing training.
Serve as a working manager by supporting daily case processing during high‑volume periods while overseeing workload distribution, productivity, and case quality to maintain regulatory and internal standards.
Support onboarding and skill development related to fraud processes, investigation tools, and customer-contact best practices.
Act as the primary resource for complex investigator escalations, applying sound judgment and delivering clear updates and actionable recommendations to frontline staff and departmental leadership.
Conduct or oversee investigations involving suspected fraud across various channels (deposits, debit cards, digital banking, ACH, wires, etc.).
Review investigation documentation for accuracy and completeness, confirming all actions and findings are recorded in the fraud platform.
Submit IC3 reports for applicable fraud cases in accordance with established guidelines and reporting requirements.
Complete LOI and HHL documentation, communicate with external financial institutions, and perform timely follow‑ups on outstanding requests.
Oversee the accurate documentation of all investigative actions and findings within the fraud management platform.
Ensure all investigations comply with bank policies, regulatory requirements, and industry best practices.
Communicate directly with customers to gather information, explain findings, and provide empathetic professional support throughout the dispute process.
Coach investigators on delivering clear, empathetic, and professional communication to customers impacted by fraud.
Support investigators in managing difficult conversations with customers, providing guidance and real‑time assistance when needed.
Ensure timely and accurate updates are provided to customers throughout the fraud investigation process.
Escalate critical and large‑dollar fraud events, as well as emerging fraud trends, communicating timely insights to leadership.
Collaborate with the Fraud Operations Manager and other fraud team leads to improve customer contact processes and reduce friction in fraud‑related interactions.
Partner with Legal, Corporate Security, and Compliance to gather information, support case development, and respond to law enforcement or court‑ordered requests.
Collaborate with internal departments—such as Online Banking, Card Services, Deposit Operations, and Branch Leadership—to resolve cases and strengthen fraud‑mitigation processes.
Prepare and deliver regular reporting on fraud cases, recovery activity, and team performance.
Verify the team’s adherence to regulatory requirements, internal policies, and established operational procedures.
Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
Escalate to departmental leadership any issues requiring approvals beyond assigned authority, as well as any matters that could negatively impact United Community Bank.
Other duties, responsibilities and activities may change or be assigned at any time with or without notice.