Fraud Investigator Team Lead

The Fraud Investigator Team Lead oversees a team responsible for investigating suspected fraud, resolving customer fraud claims, and delivering an exceptional customer experience throughout the process. This role provides day‑to‑day guidance, case oversight, and subject‑matter expertise while ensuring timely, accurate, and compliant handling of all fraud investigations. The Team Lead serves as an escalation point for complex cases, collaborates with internal partners, and supports continuous improvement of fraud prevention and detection strategies.

• Team Leadership & Support
  • Lead, mentor, and develop a team of fraud investigators, providing coaching, performance feedback, and ongoing training.
  • Serve as a working manager by supporting daily case processing during high‑volume periods while overseeing workload distribution, productivity, and case quality to maintain regulatory and internal standards.
  • Support onboarding and skill development related to fraud processes, investigation tools, and customer-contact best practices.
  • Act as the primary resource for complex investigator escalations, applying sound judgment and delivering clear updates and actionable recommendations to frontline staff and departmental leadership.

• Fraud Investigation and Oversight
  • Conduct or oversee investigations involving suspected fraud across various channels (deposits, debit cards, digital banking, ACH, wires, etc.).
  • Review investigation documentation for accuracy and completeness, confirming all actions and findings are recorded in the fraud platform.
  • Submit IC3 reports for applicable fraud cases in accordance with established guidelines and reporting requirements.
  • Complete LOI and HHL documentation, communicate with external financial institutions, and perform timely follow‑ups on outstanding requests.
  • Oversee the accurate documentation of all investigative actions and findings within the fraud management platform.
  • Ensure all investigations comply with bank policies, regulatory requirements, and industry best practices.

• Customer Interaction
  • Communicate directly with customers to gather information, explain findings, and provide empathetic professional support throughout the dispute process.
  • Coach investigators on delivering clear, empathetic, and professional communication to customers impacted by fraud.
  • Support investigators in managing difficult conversations with customers, providing guidance and real‑time assistance when needed.
  • Ensure timely and accurate updates are provided to customers throughout the fraud investigation process.

• Collaboration
  • Escalate critical and large‑dollar fraud events, as well as emerging fraud trends, communicating timely insights to leadership.
  • Collaborate with the Fraud Operations Manager and other fraud team leads to improve customer contact processes and reduce friction in fraud‑related interactions.
  • Partner with Legal, Corporate Security, and Compliance to gather information, support case development, and respond to law enforcement or court‑ordered requests.
  • Collaborate with internal departments—such as Online Banking, Card Services, Deposit Operations, and Branch Leadership—to resolve cases and strengthen fraud‑mitigation processes.

• Reporting and Compliance
  • Prepare and deliver regular reporting on fraud cases, recovery activity, and team performance.
  • Verify the team’s adherence to regulatory requirements, internal policies, and established operational procedures.
  • Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
  • Ensure all investigations comply with bank policies, regulatory requirements, and industry best practices.
  • Escalate to departmental leadership any issues requiring approvals beyond assigned authority, as well as any matters that could negatively impact United Community Bank.

• Other Duties: This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Associate or Bachelor’s degree preferred. Equivalent combination of education and relevant financial‑crimes experience may be considered in lieu of a degree.
• Minimum of 5 years’ work experience in fraud investigation.

Required Skills:

• Strong analytical abilities with a focus on quickly and accurately identifying trends and patterns.
• Demonstrated leadership and people‑management capabilities.
• High attention to detail and strong organizational abilities.
• Excellent communication skills.
• Proficiency with investigative tools, technologies, and related software.
• Demonstrate empathy and professionalism when assisting customers impacted by fraud.
• Strong customer‑service orientation, with a commitment to delivering a positive experience to customers affected by fraud.
• Ability to make sound judgments in moderately complex situations and provide well‑supported recommendations.
• Knowledge of BSA/AML/OFAC regulations and adherence to all applicable requirements.
• Knowledge of Regulation E and NACHA rules, with consistent compliance to both.
• Understanding of Regulation CC and Federal Reserve return timeframes.
• Understanding of card‑network rules and regulations.
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 Preferred Skills:

• Prior leadership, coaching, or team lead experience preferred.
• Possesses in‑depth knowledge of the Core platform and related internal banking systems, including (but not limited to) Director, Wires, ACH, Online Banking, Debit Cards, Research/Returns, and File Maintenance.
• Experience with key fraud and security platforms, including Verafin, Q6, Blue Voyant.
• Familiarity with Service Now.

Supervisory Responsibility: This position does manage employees.

Working Environment and Physical Demands:

• This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.
• Physical requirements: sedentary, climbing, standing, stooping, or typing
• Position requires schedule flexibility to work evenings and weekends as needed.
• This position requires up to 15% travel.

• Must be able to pass a criminal background & credit check

FLSA Status: Non-Exempt

Position Type: This is a full-time position.

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.