Associate, Quality Specialist - Fraud Prevention & Investigations

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans.

By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without current or future sponsorship to be considered.

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. We get you further, faster. Focused on you:
We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow. On the leading edge:
We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead. Proven reliability:
We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

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).

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. Leverage data analytics, automation, and AI-enabled tools to improve the efficiency, consistency, and effectiveness of quality reviews.

• Quality Control & Quality Assurance Reviews:
  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.
• Quality Standards & Review Methodology:
  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.
• Quality Analytics, Reporting & Trend Analysis:
  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.
• Root Cause Analysis & Continuous Improvement:
  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.
• Process…