Manager, Fraud & Complaints, Solar Servicing

Manager, Fraud & Complaints, Solar Servicing

Remote

Consumer Banking Division - Solar Servicing : Legal /

Full Time /

Remote

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COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.

COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.

COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright's capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.

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. This role is also responsible for identifying and implementing 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 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

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

QUALIFICATIONS:

• 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

$75,000 - $80,000 a year

The pay range for this position is above. The specific rate will depend on the successful candidate's qualifications and prior experience $75,000 (entry level qualifications) to $80,000 (highly experienced).

POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. 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 functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, 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: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

PERKS/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

CORE PRINCIPLES:

• Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed.
• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.
• Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders. By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a continuous investment in new ideas.
• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.
• Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting.
• Clients: We exist to advance our clients' success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose.
• Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners - not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.
• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share.

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.

By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person. State agencies are currently developing rules that will provide additional guidance regarding the circumstances, timing, and specific information required for this notice. Forbright Bank will update its procedures and disclosures as necessary to comply with any such forthcoming rules or requirements.

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