Fraud Client Services (FCS) Primary Manager

This Hybrid Role (in office Tues-Wed-Thurs) is based in Malvern, PA (HQ).

Core Responsibilities

• Lead and develop a team of frontline Fraud Client Services Specialists responsible for supporting inbound fraud-related client interactions and fraud prevention activities.
• Hire, coach, develop, and support crew while fostering a culture of accountability, teamwork, and continuous improvement.
• Drive performance across quality, service levels, productivity, fraud prevention outcomes, and client experience.
• Manage day-to-day contact center operations, including queue performance, staffing, workforce management, and service delivery.
• Ensure timely and effective identification, escalation, and resolution of fraud-related concerns to minimize client impact and financial risk.
• Partner with Fraud Strategy, Fraud Recovery, Risk, Compliance, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities and improve outcomes.
• Lead the implementation and adoption of new fraud prevention tools, processes, and operating model enhancements.
• Support workforce planning, capacity management, onboarding, and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

• Minimum five years of related experience required
• Undergraduate degree or equivalent combination of training and experience required.
• Leadership experience with ability to coach and develop teams
• Strong analytical and decision-making skills
• Ability to balance risk mitigation with client experience
• Certified Fraud Examiner (CFE) preferred
• Effective communication and stakeholder management skills