Fraud Investigator
haysHenrico (VA)
About the role
Fraud Investigator 6 Month Contract Richmond, Virginia
Position Overview:
This is a newly created team designed to serve as a fraud concierge function for customers. The team will guide customers through the fraud resolution process, provide consistent communication, and act as a centralized point of contact throughout an investigation. The goal is to improve the customer experience by eliminating the mixed messaging that can occur in a decentralized environment.
Must-Have:
Skills (Walking In the Door)
Experience in fraud investigations, fraud operations, or fraud case management.
Strong understanding of common fraud scenarios, including:
- Debit card fraud
- Wire transfer fraud
- Ability to confidently discuss fraud concepts with customers and explain investigation outcomes.
- Exceptional customer communication and relationship management skills.
- Demonstrated empathy and professionalism when working with customers experiencing fraud-related issues.
- Experience handling escalated customer situations or serving as a point of contact for complex customer concerns.
- Bachelor's degree required; an equivalent combination of education and experience may be considered.
- Typically requires 3 to 5+ years of experience in fraud investigations, fraud risk management, compliance, or a related field.
- Practical knowledge of fraud detection, investigation processes, and risk mitigation practices.
- Preferred Backgrounds
- Fraud Investigator
- Fraud Operations Specialist
- Customer Escalation Specialist
- Office of the President / Executive Customer Relations
- Customer Advocacy or Resolution Teams within banking or financial services
- Nice-to-Have Skills
- Experience with Verafin case management.
- Experience with FIS systems.
- Fraud-related certifications (not required).
Day-to-Day Responsibilities:
- Manage fraud cases from initial customer contact through resolution.
- Serve as a primary point of contact for customers during the fraud process.
- Educate customers on fraud investigations and next steps.
- Provide proactive updates through phone, email, and text communications.
- Document case activity and maintain accurate records.
- Coordinate with internal fraud teams to ensure a smooth customer experience.
- Responsible for protecting organizations against fraud through fraud risk management strategies and controls.
- Monitors and addresses intellectual property infringement to safeguard the organization's brand.
- Supports anti-money laundering (AML) initiatives and compliance requirements.
- Develops and implements fraud management strategies and tactics.
- Prevents, detects, and investigates fraud involving customer accounts and takes appropriate corrective action.
- Investigates suspected incidents of fraud or illegal activity involving employees, vendors, or third parties.
- Coordinates information gathering and reporting with law enforcement agencies and may present evidence in court proceedings.
- Maintains case files, documentation, and evidence in accordance with legal and regulatory requirements.
- Manages fraud investigations independently with general supervision.
- Resolves challenging issues and exercises sound judgment in conducting investigations.
- Influences stakeholders through clear communication of facts, policies, and procedures.
- Performs additional duties and special projects as assigned.
- Work Breakdown 30% Customer Facing
- Customer engagement
- Education and guidance throughout investigations
- Handling escalations and sensitive situations60-70% Administrative
- Fraud case processing
- Documentation and case management
- Customer communications
- Outbound email and text correspondence
- Case Volume
- Average of 3-5 new cases per day
- Approximately 25-30 active cases managed at any given time
- What You'll Get in Return:
- You will have the opportunity to work with a talented team of professionals in a dynamic and supportive environment. Client is offering competitive compensation, professional development opportunities, and the chance to make a significant impact on our clients' success. What You Need to Do Now:
- If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
- If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
- This posting is for an existing vacancy with the organization.
- AI may be used to screen, assess or select applicants for the position.
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