Manager, Fraud & Complaints, Solar Servicing

Job Summary

The Manager, Fraud & Complaints, Solar Servicing is responsible for the resolution of complex investigations, protecting the Bank from legal, financial, reputational, and operational risk. This role manages a team of internal and/or external (vendor) Fraud & Complaints staff to complete thorough investigations into complaints and suspected fraudulent activities, including those involving installer, borrower, sales representative, and first-party and third-party fraud.

This role is also responsible for identifying and implementing process enhancements to automate tasks, boost productivity, and generate insights for the team.

• Oversee internal and external (vendor) staff conducting fraud and complaint investigations, including training, monitoring, and management of such staff.
• Develop and deliver reporting on fraud and complaint volume, trends, and outcomes, providing data-driven insights and recommendations to management.
• Develop, update, and maintain procedure and process documents for the Fraud & Complaints team.
• Identify and implement process enhancements to streamline processes for the Fraud & Complaints team.
• Identify and execute on opportunities for adopting artificial intelligence tools to automate tasks, boost productivity, and generate insights for the team.
• Exercise sound cost discipline in management of internal and external Fraud & Complaints team through efficient use of people and technology, and identify scalable solutions that reduce expenses while complying with internal policies and preserving investigative integrity.
• Gather and analyze evidence, employing a variety of investigative techniques, such as loan material review, forensic accounting, call listening, data analysis, and interviews, to uncover fraudulent schemes and identify responsible parties.
• Investigate, respond to, and resolve fraud cases, routine and high‑risk complaints, and FCRA disputes using various tools available.
• Perform legal investigations at the direction of internal and external counsel, and draft first‑pass legal responses and recommendations.
• Collaborate with internal stakeholders to detect, address, and prevent future occurrences of identified fraud cases and to develop and implement risk‑based prevention strategies and controls to mitigate risks and safeguard company assets.
• Stay up to date with emerging fraud trends, industry best practices, and regulatory requirements related to fraud detection and prevention.
• Create comprehensive investigative reports, documenting findings, recommendations, and actions taken to address fraud or complaint incidents, as needed.
• Execute on special projects.
• Perform other duties as assigned.

• Supervise assigned employees and external (vendor) staff by organizing and monitoring work progress.
• Maintain internal and external staff by recruiting, selecting, orienting, and training staff.
• Manage performance of employees through development, coaching, and counseling.
• Manage performance of external staff (vendor) through periodic evaluation and routine feedback, as needed.

• High School Diploma required;
  Bachelor’s Degree preferred.
• Minimum of 6 years of experience within fraud investigation, conducting complex investigations (preferably in a corporate or financial institution setting) required.
• Minimum of 2 years in a supervisory role required.
• Knowledge of lending, servicing, and debt collection regulations, and some or all: FCRA, FDCPA, SCRA, Reg Z, UDAAP, BSA/AML, TILA, OFAC required.
• Comfortable reviewing loan and financial transaction information.
• Proficient with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) as well as Lexis Nexis, Snowflake, SQL, Data Tree, and Emailage.
• Ability to see patterns, trends, and spot suspicious behavior.
• Proficient in utilizing data analysis tools and techniques to identify patterns, anomalies, and trends indicative of fraudulent activities.
• Proficient in conducting online investigative research using search engines and open‑source intelligence techniques.
• Strong knowledge of fraud detection and prevention techniques and a solid understanding of relevant laws, regulations,…