Manager, Fraud Investigations – Individual Contributor

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

At Schwab, you’re empowered to make an impact on your career. The CRISP (Communication, Responsiveness, Investigative Support, and Partnerships) team within Fraud Investigations Execution (FIX) team safeguards clients and the firm from financial harm by overseeing second-line fraud investigations, managing fraud account restrictions, supporting partner escalations, directing case assignment and reporting, and maintaining procedures that improve the effectiveness and efficiency of fraud investigations.

As a Manager, you will serve as a skilled individual contributor responsible for delivering timely, accurate, and compliant support across the fraud investigations lifecycle. This role acts as a key point of contact within the fraud investigations inquiry and escalation function, supporting team members on day-to-day inquiries while maintaining strong individual execution across case management, escalation resolution, and process improvement.

You will serve as a individual contributor managing fraud investigation inquiries and escalations, driving responsiveness, transparency, and resolution quality. In addition to your individual responsibilities, you will provide point-of-contact support to team members, assist with inquiry oversight, and contribute to process optimization and continuous improvement efforts in a highly regulated environment.Key Responsibilities

Individual Execution & Inquiry Support

• Execute individual fraud investigation support responsibilities with a high degree of accuracy, timeliness, and professionalism.
• Serve as a point of contact for team members on inquiries, escalations, and process questions.
• Assist with oversight of incoming inquiries, supporting appropriate triage, prioritization, and routing.
• Prioritize workload based on risk, regulatory exposure, and client impact in alignment with service-level expectations.
• Maintain a standard of accountability, ownership, and continuous improvement in all individual work product.

Escalation & Inquiry Management

• Independently manage escalations and complex, high-risk cases with sound, risk-based decisioning.
• Serve as a go-to resource for business partners across active and completed fraud investigations.
• Ensure timely, accurate, and professional responses across email, Teams, and FraudConnect channels.
• Drive toward one-touch resolution where appropriate and reduce repeat inquiries through improved clarity and execution.

Process Improvement & Transformation

• Identify root causes of escalations and inquiry trends; translate insights into actionable process improvements.
• Contribute to the standardization of procedures, documentation, and communication frameworks to improve consistency and transparency.
• Support initiatives that reduce inquiry volume, enhance the partner experience, and increase operational efficiency.
• Collaborate across FIX, Compliance, and Risk teams to support forward-looking process enhancements and control improvements.

Risk, Compliance & Regulatory Alignment

• Ensure adherence to Regulation E, UCC, SAR, and internal policy requirements in all work product.
• Support regulatory complaint responses in partnership with Compliance Complaints Risk Management and other stakeholders.
• Monitor for emerging risks and proactively surface process or control gaps as needed.

Partnership & Collaboration

• Build strong working relationships with Intake, Investigations, Operations, Risk, Compliance, and business stakeholders.
• Act as a connector within and across teams to improve communication, alignment, and end-to-end process outcomes.
• Contribute to cross-functional alignment on priorities, decisions, and process changes through collaborative engagement.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in fraud, financial crimes, risk, or operations.
• 3+ years of experience in financial services or fraud investigations.
• Strong knowledge of Regulation E, UCC, SAR, and investigative practices.
• Demonstrated ability to make accurate, timely, and well-documented risk-based decisions.
• Proven ability to execute independently in dynamic, high-volume, regulated environments.
• Strong judgment with the ability to anticipate risk and proactively surface concerns.
• Ability to balance individual execution with process improvement contributions.

Preferred Qualifications

• 5+ years of fraud investigations or financial crimes experience.
• Experience supporting Reg E intake and/or investigation functions.
• Experience contributing to centralized inquiry and escalation support functions.
• Familiarity with fraud detection tools, analytics, or workflow platforms (e.g., FraudConnect).
• Certifications such as CFE or CAMS.
• Experience supporting both banking and brokerage products.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities