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 sponsorship, now or in the future.

Who is Customers Bank?

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.

What you’ll do:

The Quality Control (QC) Specialist in Fraud Operations is responsible for ensuring that casework, investigations, alerts and transactions handled by the fraud team are accurate, complete and compliant.

Core Purpose:

• Detect and remediate errors, inconsistencies or missed steps in fraud handling.
• Ensure fraud operations staff follow internal procedures, regulatory requirements, and escalation paths.
• Act as the final checkpoint within the fraud operations team
• Case Review & Sampling: Conduct routine and targeted reviews of fraud alerts, disputes and investigations to confirm accuracy, completeness, and compliance with internal policies, established procedures, and applicable regulations.
• Accuracy & Compliance Verification: Ensure documentation, investigative decisions, and customer communications are correct, complete, and in adherence with regulatory requirements (e.g., Bank Secrecy Act, Reg E, NACHA) as well as bank policy.
• Error Tracking, Trending & Reporting: Identify errors and deficiencies, record trends, and develop and maintain processes for tracking and reporting quality metrics. Provide timely feedback to analysts and management.
• Root Cause Analysis & Remediation: Analyze recurring issues to identify systemic gaps or training needs and partner with management to implement corrective actions that strengthen fraud prevention effectiveness.
• Policy & Procedure Support: Assis in refining, document, and maintaining departmental procedures to ensure clarity, consistency and alignment with compliance and operational requirement.
• Training and Coaching: Develop and deliver results-based training or coaching to fraud operations staff when deficiencies are identified through quality reviews.
• Projects, Audits & Initiatives: Participate in departmental projects, audits, and initiatives as needed, ensuring that quality control insights are incorporated into broader fraud prevention strategies.

What do you need?

• 2-5 years of experience in fraud operations, financial crimes investigations or risk/compliance roles.
• Prior experience in quality assurance/control or audit strongly preferred
• Analytical Skills: Ability to review fraud cases, identify errors, spot trends, and conduct root cause analysis.
• Attention to Detail: Precision in reviewing documentation, decisions, and communications to ensure accuracy and compliance.
• Regulatory Knowledge: Working understanding of key banking regulations (e.g., Bank Secrecy Act, Reg E, NACHA) and internal fraud policies.
• Problem-Solving: Skills in diagnosing issues and recommending practical, risk-based solutions.
• Communication Skills: Clear verbal and written communication to provide feedback, draft reports and collaborate across teams.
• Coaching & Training Ability: Capacity to provide constructive feedback, develop training materials and deliver targeted coaching.
• Process Orientation: Ability to follow established procedures while recognizing opportunities for process improvements.
• Technical/System Skills: Familiarity with fraud monitoring systems, case management tools, and reporting software (Excel or Business Intelligence tools often helpful)
• Time Management & Prioritization: Skill in managing multiple reviews, projects and reporting deadlines efficiently.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.