Director of Fraud Response

External

Q2ebanking · Austin, TX

Full-timeHybridToday

ComplianceLeadershipProcess ImprovementRisk Management

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About the role

As the Director of Fraud Response , you will lead a specialized team responsible for investigating and resolving complex, high-impact fraud cases escalated from banking customers. This role requires strategic leadership, strong problem-solving skills, and a deep understanding of fraud detection, investigation, and resolution within the financial services industry. You will work closely with customer support, risk, legal, compliance, and technology teams to ensure a fast, fair, and secure resolution process for affected customers. You will own the enterprise fraud response strategy end-to-end - setting direction, building the team, defining operating rhythms, leading major events, and translating fraud risk into clear executive and board-level narratives. The role sits at the intersection of customer experience, financial loss management, and regulatory accountability, and is critical to protecting both customers and the institution.

Responsibilities

Own multi-year roadmaps, investment cases, and alignment with executive stakeholders on the firm's fraud response posture

Define and execute the enterprise fraud response strategy aligned with risk appetite, customer experience standards, and business priorities

Set direction and priorities for the team, translating fraud strategy into executable and measurable operational plans

Manage operational budgets, vendor relationships (fraud platforms, identity/device intelligence, recovery partners), and cross-functional dependencies

Lead and develop a high-performing fraud investigations and escalations team with a culture of accountability, customer empathy, and continuous improvement

Establish operating rhythms, metrics, and reporting structures to ensure program performance and executive visibility

Lead major fraud response activities, including assisting customers with real-time triage, containment, fund recovery, customer remediation, and post-event reconciliation

Facilitate post-event reviews and drive corrective actions to close control gaps, strengthen detection rules, and improve resilience against emerging schemes

Maintain and update fraud investigation runbooks, playbooks, and escalation paths with clear roles and responsibilities (RACI)

Coordinate with fraud operations, fraud product / development, legal, compliance, communications, customer support, and executive teams during active fraud events

Build and track key performance indicators (KPIs) and key risk indicators ( KRIs) - including time-to-containment, recovery rate, false-positive rate, customer impact, and net fraud loss - to measure and optimize effectiveness

Oversee the design and execution of tabletop exercises (e.g., large-scale account takeover, business email compromise, Zelle/wire scam surge, third-party breach exposure) to ensure readiness for customer issues

Drive automation and process improvement initiatives - case management workflows, transaction holds, customer communications, and recovery procedures - to enhance speed, consistency, and scale

Serve as the primary escalation point for complex, high-impact, or reputationally sensitive customer fraud cases

Engage in executive-level reporting and communicate fraud risks, loss trends, regulatory exposure, and response strategies to the C-suite and board

Partner with product and engineering on fraud control enhancements, customer-facing protections, and detection model feedback loops

Ensure timely and accurate regulatory filings and customer disclosures (e.g., Reg E, SARs) in coordination with compliance and legal

EXPERIENCE AND KNOWLEDGE

Typically requires a Bachelor's degree in Business , Finance, Criminal Justice, Risk Management, Information Systems, or a related field, and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience

Typically requires 5

Director of Fraud Response

About the role

Responsibilities

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Company Intel

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