Job Description

Overview

Our client is seeking a Financial Crimes Oversight Team Leader for their Charlotte, NC team. Hybrid; local candidates only.

Responsibilities

• Build SOPs, playbooks, and scenario labs covering: elder exploitation protocols, check fraud (counterfeit, altered, forged endorsement, kiting, RDC), debit/P2P/Zelle disputes, Reg E notices and timelines, UCC 4A wire recalls, and recovery workflows.
• Create quick-reference guides, talk tracks, letter templates, and case-note standards.
• Run refreshers based on QA findings and emerging fraud typologies.
• Track time-to-proficiency and post-training quality lift.
• Productivity & workflow management
• Monitor queues, SLAs, backlog/aging, average handle time, rework, recovery rates, and chargeback outcomes.
• Lead daily standups to clear blockers; partner with Workforce Management on capacity and surge playbooks.
• Reduce cycle time through SOP improvements, standardized evidence checklists, and automation opportunities.
• Escalations & complex case support
• Serve as the escalation point for vulnerable-customer cases, large-dollar exposures, repeat victimization, public-profile customers, and media-sensitive events.
• Guide determinations on Reg E claims, debit card chargebacks, wire recalls, positive pay decisions, account holds/closures, and goodwill within authority.
• Coordinate law-enforcement engagement and documentation for subpoenas and case packets.
• When indicators meet criteria, prepare referrals to the BSA Office for SAR consideration and support narrative quality as needed.
• Governance, QA, and reporting
• Calibrate QA scoring; run case calibrations to raise pass rates and consistency.
• Ensure audit-ready files: fact patterns, evidence, customer communications, notices, and final decisions.
• Publish weekly KPI/KRI dashboards and trend analyses with recommended control changes.
• Partner with Risk/Legal to close QA/audit findings and maintain policy alignment.
• People leadership - Lead and develop senior investigators.
• Set goals, run 1:1s, provide coaching, and build bench strength across fraud domains.
• Hire for capability, judgment, and customer empathy.

Qualifications

• 58+ years in bank/fintech fraud operations with hands-on experience in elder exploitation, check fraud, and debit/P2P disputes; 2+ years in a lead, QA, training, or escalation role.
• Clear written and verbal communication; proven ability to coach to policy and write defensible decisions.
• Track record improving SLAs, QA pass rates, recovery/loss avoidance, and customer outcomes.
• Bachelors in business, finance, criminal justice, or related field. CFE preferred.

Employment type

• Contract; possibility for contract to hire

Pay

The base pay range for this role is $45.00/hr - $50.00/hr .

Direct message the job poster from SolomonEdwards

The specific compensation for this role will be determined based on the education, experience, location and skill set of the individual selected for this position.

EEO and Privacy notice

SolomonEdwardsGroup, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

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