Job Summary

Supervises the day-to-day activities and operations of the Financial Crimes Investigations team including quality control and external fraud cases. Maintains and assists with the development of policies and procedures for fraud mitigation and fraud case management. Identifies weaknesses of current control processes and recommends enhancements to fraud detection, prevention, and recovery processes. Oversees and is accountable for comprehensive, complex external fraud investigations associated with wire fraud, account take over, loan fraud and other cyber related fraud and internal fraud investigations. Contacts customers and other bank associates, as needed, to confirm the legitimacy of high-risk transactions and takes appropriate action, to mitigate the risk to the Bank and the Customer. Serves as liaison with the business lines, financial institution partners and law enforcement. Ensures compliance with quality assurance program and prepares routine management reports. Develops business line fraud training, social media presentations and the development and dissemination of security bulletins.

Job Duties and Responsibilities

• Ensures fraud cases are documented accurately and comprehensively, including details of the incident, evidence gathered, investigative steps taken, and outcomes. Verifies that all fraud investigations adhere to internal policies, procedures, and regulatory requirements to ensure compliance with industry standards and legal guidelines.
• Conducts thorough reviews of fraud cases to assess the quality of investigations, ensuring established standards for accuracy, completeness, and effectiveness are met. Evaluates the evidence gathered during fraud investigations to assess its relevance, reliability, and sufficiency in supporting the findings and conclusions of the case.
• Perform root cause analysis on fraud cases to identify underlying factors contributing to fraudulent activities and recommend preventive measures to mitigate future risks. Evaluates the investigative techniques used in fraud cases to determine their appropriateness, effectiveness, and alignment with best practices in fraud detection and prevention.
• Validates the data analysis methods employed in fraud investigations, ensuring that they are accurate, consistent, and capable of identifying patterns or anomalies indicative of fraudulent behavior. Provides feedback and recommendations for improving fraud investigation processes, procedures, and tools based on the findings from QA reviews to enhance the overall effectiveness of the program.
• Prepares detailed reports summarizing QA findings, trends, and recommendations, and communicates findings to senior management, highlighting areas of improvement and best practices for fraud case reviews. Collaborates with fraud investigators, management, compliance teams, and other relevant stakeholders to address QA findings, share insights, and implement corrective actions to strengthen fraud prevention efforts.
• Conduct ongoing risk assessments to identify potential fraud risks, vulnerabilities, and emerging threats, and develop mitigation strategies to address these risks proactively within the team's operations. Oversee the use of fraud detection tools, data analytics software, case management systems, and other technologies within the team, ensuring that team members are proficient in utilizing these tools to enhance their investigative capabilities.
• Reviews reporting on KPIs and SLAs at an individual and department level to ensure adherence and inclusion in scorecards and performance management. Reviews the fraud tool and vendor KPI and SLAs and other key metrics to provide insight on performance of fraud tools and vendors. Adheres to confidentiality policy, code of ethics and follow all policies and procedures
• Review and oversee the progress of fraud cases handled by team members, providing guidance on case management strategies, investigative approaches, evidence collection, and resolution of fraud incidents. Implement quality assurance measures to ensure that fraud investigations are conducted in a thorough, accurate, and timely manner, adhering to internal policies, regulatory requirements, and industry standards.
• Assess key performance metrics related to fraud case reviews, such as turnaround times, accuracy rates, and resolution outcomes, to measure the efficiency and impact of the QA program.
• Identify training needs, develop training plans, and ensure that team members receive adequate training on fraud detection techniques, investigation procedures, regulatory compliance, and industry best practices. Assists with developing training materials, guidelines, and resources to enhance the skills and knowledge of investigators involved in fraud cases, ensuring continuous improvement and professional development.
• Foster effective communication and collaboration within the team, as well as with other departments, stakeholders, and external partners, to exchange information, share best practices, and coordinate efforts in addressing fraud-related issues. Ensure that team members adhere to established fraud prevention policies, procedures, and protocols, as well as regulatory requirements, data protection laws, and confidentiality standards in handling sensitive information related to fraud cases.
• Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

• Bachelor's degree in Criminal Justice, Cybersecurity, Finance, Accounting, or a related field or an equivalent combination of education and experience.

Minimum Experience:

• Six years of experience in financial fraud investigations.

Required Knowledge, Skills, & Abilities:

• Understanding of fraud detection techniques
• Working knowledge of bank products, services, bank systems and transaction types
• Proficiency using data analysis tools
• Strong research skills
• Strong problem solving skills
• Detail oriented
• Strong research and problem-solving skills

Preferred Knowledge, Skills, & Abilities:

• Experience leading a team of investigators
• Fraud related designations such as Certified Fraud Examiner (CFE), Certified Financial Crimes Investigator (CFCI)