Fraud Investigation, Manager

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal‑opportunity workplace and affirmative‑action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Essential Responsibilities:

• Lead and manage the Bank’s fraud investigations function, including Fraud Investigation Analysts, Investigators, and Team Leads.
• Oversee daily operations, staffing, workflow prioritization, quality standards, escalation handling, and case management across the higher‑risk and investigative fraud teams.
• Ensure elevated fraud matters, investigative referrals, and complex fraud cases are handled timely, thoroughly, and consistently.
• Provide leadership support and direction on major fraud events, sensitive customer matters, complex loss situations, suspicious patterns, and broader institutional risk concerns.
• Establish and reinforce investigative standards for case development, analysis, documentation, quality, and escalation.
• Partner with fraud prevention leadership and other internal teams to ensure appropriate case handoff, issue resolution, and alignment across the broader fraud operating model.
• Monitor investigative trends, case outcomes, losses, root‑cause themes, and control opportunities and recommend procedural or strategic improvements.
• Support management reporting, metric development, trend analysis, and executive updates related to fraud investigations activity.
• Coach and develop team leads and staff, including performance management, skill development, succession planning, and organizational capability growth.
• Identify training needs and support the development of a stronger investigative skillset across the department.
• Partner with Risk, Compliance, Info Security, Legal, Operations, branches, Customer Care, Physical Security, and other business units to support fraud case resolution and broader control effectiveness.
• Support policy, procedure, and workflow design for higher‑risk fraud analysis and investigative activity.
• Contribute to strategic fraud program development, organizational design, and investigative capability maturity.
• Maintain awareness of