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 a strategic and technically fluent Fraud Product & Strategy Manager to serve as the primary owner of fraud-related systems, tools, and solutions across the bank. This role is responsible for ensuring fraud products are effective, current, well-integrated, and aligned to the bank’s evolving risk profile and business strategy.
This position functions as the fraud organization’s product owner and subject matter expert, responsible for vendor management, system enhancements, data flow understanding, issue management, and model risk governance. The role also represents Fraud on new product and business initiatives, ensuring appropriate fraud controls and detection systems are in place and leading the sourcing and implementation of new solutions when gaps are identified.
Responsibilities:
Experience:
- Serve as primary owner for all fraud detection, prevention, and monitoring systems, including transaction monitoring, decisioning, case management, and supporting tools
- Maintain deep knowledge of fraud platforms, including system capabilities, configurations, limitations, and enhancement roadmaps
- Stay current on vendor updates, new features, model changes, and industry trends; assess impact and applicability to the bank’s fraud strategy
- Act as the subject matter expert on fraud system data flows, integrations, inputs, outputs, and downstream impacts
- Lead fraud-related issue management, including root cause analysis, remediation planning, testing, and validation
- Partner with Technology, Risk, Compliance, and vendors to ensure system changes are implemented accurately and timely
- Own fraud vendor relationships, including performance monitoring, roadmap discussions, and escalation management
- Identify gaps in existing fraud capabilities and either source new solutions or creatively leverage existing tools to meet emerging needs
- Support fraud model governance, including documentation, performance monitoring, tuning, validation support, and alignment with Model Risk Management requirements
- Ensure fraud systems and models align with regulatory expectations, internal policies, and the bank’s risk appetite
Leadership:
- Represent Fraud as the designated product and systems owner in cross-functional forums and enterprise initiatives
- Participate in new product and business initiative working groups to assess fraud risk, control coverage, and system readiness
- Influence solution design by translating fraud risk requirements into clear system and product needs
- Serve as a trusted advisor to Fraud leadership on system capabilities, limitations, and strategic opportunities
- Drive alignment between Fraud, Technology, Risk, Compliance, and business partners
- Promote continuous improvement by proactively identifying enhancement opportunities and operational efficiencies
Analytics:
- Analyze fraud system outputs, alerts, scores, and performance metrics to assess effectiveness and identify optimization opportunities
- Monitor fraud trends and patterns to inform system tuning, rule changes, and model enhancements
- Partner with Fraud Operations and Investigations to ensure tools support effective detection, investigation, and mitigation
- Support reporting and metrics related to fraud system performance, losses, and risk exposure
Technical Writing:
- Maintain clear and defensible documentation for fraud systems, models, and controls, including system descriptions, data flows, and control narratives
- Draft and update procedures, requirements, and business justifications related to fraud tools and enhancements
- Communicate complex technical and risk concepts clearly to non-technical stakeholders, senior management, and regulators
What do you need?
- 5–8 years of experience in fraud or payments, risk management, product management, or a related role within a financial institution or fintech
- Bachelor’s degree in Business, Finance, Criminal Justice, Information Systems, or equivalent relevant experience
- Experience serving in a product, strategy, or SME role supporting fraud or payments tools, processes, or initiatives
- Strong understanding of fraud schemes, typologies, and payment flows, and how they impact customers and business initiatives
- Ability to represent fraud or payments in new product initiatives, identify gaps, and support implementation of practical solutions
- Familiarity with governance concepts such as issue management and controls, without requiring deep technical expertise
Technology Skills:
- Proficient in Microsoft Office, including Excel and PowerPoint
- Technologically savvy with the ability to quickly learn and navigate fraud platforms and vendor tools
- Experience partnering with technology teams, vendors, and product stakeholders without requiring deep technical expertise
- Strong understanding of how fraud systems support detection, prevention, and investigation processes
- Comfort working with technical teams, system documentation, and data concepts (inputs, outputs, logic, and controls)
- Ability to quickly learn new systems and emerging fraud technologies
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.