Fraud Investigation Manager jobs in Bloomington, IN

Job Summary:

We are expanding our Fraud Centre of Excellence with a key focus on keeping our customers and our firm safe. We have hundreds of people working 24 hours a day to do just that, from spotting and discussing unusual activity on our customers’ accounts to recovering the proceeds of crime and stopping criminals in their tracks. Everyone in our team is proud to say they play a part in fighting crime and stopping funds getting into the hands of those that want to use them for hugely impacting crimes. 

You will be a customer focused specialist, ready to progress your career in the Complex Fraud & Resolution function within Fraud Operations. The responsibilities of the Fraud Case Investigator will be to own Fraud Investigations ensuring the correct outcome is reached to protect both customers and the firm.

Job Responsibilities:

• Conducting robust and independent investigations of complex claims of Fraud in line with Payment Service Regulations reaching the correct outcome
• Supporting scam victims with a focus on education & aftercare
• Review escalated Fraud Complaints putting the customer at the forefront of our decisions ensuring a fair outcome is achieved
• Provide a tailored service for our most vulnerable customers
• Strong stakeholder engagement
• Make decisions autonomously- knowing when to consult with Leaders and others on more complex issues when required
• Identify and escalate controls risks

Required qualifications, capabilities, and skills:

• Experience in PSR (Payment Services Regulations) and CRM (Contingent Reimbursement Model code)
• Banking/Financial experience - UK Banking Risk/Fraud experience 
• Knowledge of complaint handling and the Financial Ombudsman
• Be comfortable  managing a heavy workload in various stages of completion with minimal supervision
• Have excellent communication skills
• Be customer obsessed- a passion to deliver first class service

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