Fraud Risk Governance Lead

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, current or future, to be considered.

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 out deep experience and strong financial foundation, we we're a partner you can trust.

What you'll do: We are seeking an experienced Fraud Risk Governance Lead to support the oversight, quality, and control framework for the Fraud Prevention & Investigations function. This role is an individual contributor within the fraud team and is responsible for fraud-related activities that sit outside of day-to-day fraud operations.

The Fraud Risk Governance Lead focuses on training, quality control, control documentation and testing, metrics, and broader fraud oversight. This role partners closely with Fraud Operations, Second Line of Defense (Risk Management and Compliance), and Internal Audit to ensure fraud activities are well-governed, consistently executed, and aligned with regulatory expectations and the bank's risk appetite.

Responsibilities:

Experience:

• Support and enhance the fraud governance framework, providing oversight of fraud operations, investigations, and supporting processes
• Manage and maintain the fraud training program, including onboarding, refresher training, and role-based learning
• Perform quality control and quality assurance reviews of fraud operational activities to assess adherence to procedures, controls, and regulatory expectations
• Identify trends, control gaps, and execution issues and partner with Fraud Operations to recommend corrective actions
• Maintain fraud policies, procedures, and control documentation, ensuring materials are accurate, current, and examiner-ready
• Support control testing and monitoring activities, including documentation of results, issue tracking, and remediation validation
• Interface regularly with Second Line of Defense (Risk Management and Compliance) to support risk assessments, policy alignment, issue management, and regulatory inquiries
• Support audit and exam responses related to fraud governance, controls, and quality
• Participate in fraud-related initiatives and projects where governance, oversight, or risk alignment is required

Leadership:

• Serve as a subject matter expert on fraud governance, quality, and controls within the Fraud organization
• Act as a key liaison between Fraud Operations and 2LoD, helping translate regulatory and risk expectations into practical execution
• Promote a strong risk and control culture through guidance, feedback, and standard-setting
• Influence improvements by clearly communicating findings, themes, and recommendations to management
• Support the development of consistent governance practices, templates, and routines across the fraud program

Analytics:

• Develop and maintain fraud governance metrics and reporting, including quality results, training completion, and control effectiveness
• Analyze trends from quality reviews, control testing, and oversight activities to identify areas of risk or improvement
• Provide insights to Fraud leadership to support informed decision-making and prioritization
• Track remediation efforts and governance-related action items to closure

Technical Writing:

• Draft and maintain clear, concise, and defensible fraud governance documentation, including procedures, control narratives, and training materials
• Prepare summaries and materials for senior management, audits, and regulatory examinations
• Communicate governance and control concepts clearly to operational teams and risk partners

What do you need?

• 5-8 years of experience in fraud, payments, risk management, governance, quality assurance, or a related role within a financial institution
• Bachelor's degree in Business, Finance, Criminal Justice, Risk Management, or equivalent relevant experience
• Experience supporting fraud operations through governance, quality, training, or oversight functions
• Working knowledge of fraud risks, typologies, and operational processes
• Experience partnering with Second Line of Defense (Risk Management and Compliance) or audit functions
• Strong analytical, organizational, and communication skills

Technology Skills:

• Proficient in Microsoft Office, including Excel and PowerPoint
• Comfortable working with metrics, reporting, and documentation tools
• Ability to learn and navigate fraud systems at a functional level to support oversight and quality activities
• Ability to quickly adapt to new tools and governance processes

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.