Manager, Fraud & Complaints, Solar Servicing

Role Overview

• 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 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 with 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

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: 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 in utilizing 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

Tech Stack

• SQL

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