The Manager, Dealer Oversight (Fraud and Complaints) leads fraud investigations and customer complaint handling. This role is responsible for overseeing investigation workflows, ensuring timely and accurate case resolution, and maintaining strong documentation and operational controls.
Essential Functions
- Lead fraud investigation operations across dealer and consumer fraud cases.
- Manage complaint investigation processes, ensuring timely resolution and regulatory compliance.
- Oversee case management queues, prioritizing investigations based on risk and impact.
- Provide guidance and escalation support for complex or high-risk cases.
- Establish and enforce investigation standards, documentation practices, and operational procedures.
- Identify fraud trends and emerging risks through case reviews, and partner with Risk Analytics to improve detection strategies.
- Collaborate with Compliance and BSA/AML teams on cases with regulatory implications.
- Monitor operational performance, including case throughput, resolution timelines, and investigation quality.
- Recruit, coach, and develop fraud investigators and complaints analysts.
Required Education and Experience
- Bachelor’s degree in related field, or commensurate work experience required
- 5 years of experience in fraud operations, investigations, complaints management, or risk operations in financial services or fintech.
- 2 years of people management experience leading investigators or case management teams.
- SQL skills required, including the ability to query, manipulate, and analyze data.
- Experience managing fraud investigation workflows and case queues in a high-volume environment.
- Strong understanding of fraud typologies, investigation techniques, and operational risk controls.
- Experience handling customer complaints and regulatory-sensitive cases.
- Proven ability to prioritize and manage multiple investigation streams simultaneously.
- Strong attention to detail and commitment to thorough documentation.
- Ability to thrive in a fast-paced environment.
- Excellent communication skills and strong escalation management ability.
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, speak, hear, and use hands to handle or operate objects and controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This is an office-based position requiring extended periods of sitting. The employee will work on a computer approximately 90% of the time.