Manager, Fraud & Complaints, Solar Servicing

Job Summary

The Manager, Fraud & Complaints, Solar Servicing is responsible for the resolution of complex investigations, protecting the Bank from legal, financial, reputational, and operational risk. This role manages a team of internal and/or external (vendor) Fraud & Complaints staff to complete thorough investigations into complaints and suspected fraudulent activities, including those involving installer, borrower, sales representative, and first‑party and third‑party fraud. It also identifies and implements process enhancements to automate tasks, boost productivity, and generate insights for the team.

Duties and Responsibilities

• Oversee internal and external (vendor) staff conducting fraud and complaint investigations, including training, monitoring, and management of such staff
• Develop and deliver reporting on fraud and complaint volume, trends, and outcomes, providing data‑driven insights and recommendations to management
• Develop, update, and maintain procedure and process documents for the Fraud & Complaints team
• Identify and implement process enhancements to streamline processes for the Fraud & Complaints team
• Identify and execute on opportunities for adopting artificial intelligence tools to automate tasks, boost productivity, and generate insights for the team
• Exercise sound cost discipline in management of internal and external Fraud & Complaints team through the efficient use of people and technology, and identifying scalable solutions that reduce expenses while complying within internal policies and preserving investigative integrity
• Gather and analyze evidence, employing a variety of investigative techniques, such as loan material review, forensic accounting, call listening, data analysis, and interviews, to uncover fraudulent schemes and identify responsible parties
• Investigate, respond to, and resolve fraud cases, routine and high‑risk complaints, and FCRA disputes using various tools available
• Perform legal investigations at the direction of internal and external counsel, and draft first‑pass legal responses and recommendations
• Collaborate with internal stakeholders to detect, address, and prevent future occurrences of identified fraud cases and to develop and implement risk‑based prevention strategies and controls to mitigate risks and safeguard company assets
• Stay up to date with emerging fraud trends, industry best practices, and regulatory requirements related to fraud detection and prevention
• Create comprehensive investigative reports, documenting findings, recommendations, and actions taken to address fraud or complaint incidents, as needed
• Execute on special projects
• Perform other duties as assigned

Supervisory Responsibilities

• Supervise assigned employees and external (vendor) staff by organizing and monitoring work progress
• Maintain internal and external staff by recruiting, selecting, orienting, and training staff
• Manage performance of employees through development, coaching, and counseling
• Manage performance of external staff (vendor) through periodic evaluation and routine feedback, as needed

Position Requirements

• High School Diploma required; Bachelor’s Degree preferred
• Minimum of 6 years of experience within fraud investigation, conducting complex investigations (preferably in a corporate or financial institution setting) required
• Minimum of 2 years in a supervisory role required
• Knowledge of lending, servicing, and debt collection regulations, and some or all of FCRA, FDCPA, SCRA, Reg Z, UDAAP, BSA/AML, TILA, OFAC required
• Comfortable reviewing loan and financial transaction information
• Proficient with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) as well as LexisNexis, Snowflake, SQL, DataTree, and Emailage
• Ability to see patterns, trends, and spot suspicious behavior
• Proficient dealing with data analysis tools and techniques to identify patterns, anomalies, and trends indicative of fraudulent activities
• Proficient in conducting online investigative research using search engines and open‑source intelligence techniques
• Strong knowledge of fraud detection and prevention techniques and a solid understanding of relevant laws, regulations, and industry standards
• Ability to present complex findings and recommendations to technical and non‑technical stakeholders
• High ethical standards and integrity, maintaining confidentiality and professionalism throughout investigations
• Bilingual (English / Spanish) preferred, but not required
• Advanced certifications such as Certified Fraud Examiner (CFE) preferred, but not required
• Experience with fraud or complaint handling in the solar industry preferred, but not required
• Experience with fraud detection software and knowledge of relevant technologies
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Outstanding problem‑solving and time‑management skills
• Self‑motivated, self‑directed, and results‑oriented
• Adaptable and able to multitask in a fast‑paced environment
• Can work independently and within a team; solution‑oriented with a collaborative approach

Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The employee may be regularly required for extended periods of time to: remain in a stationary position; use hands and fingers; utilize a computer monitor with visual acuity; operate technology or other office machinery such as printers, scanners, etc.; communicate clearly verbally and/or in writing with others.

Additional Duties

Team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

Salary

$75,000 – $80,000 a year

Benefits

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in‑office) work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023, 2024, and 2025 winner
• American Banker Best Banks to Work For 2023 winner

EEO Statement

It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre‑employment and employment without regard to protected characteristics.

Employment with Forbright Bank is at‑will, which means that either you or the Company may terminate the relationship at any time.