Senior Team Manager, Fraud Investigations

Your opportunity At Schwab, you’re empowered to make an impact on your career. The Fraud Investigations Execution (FIX) team within Financial Crimes Risk Management 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 Senior Manager, FIX, Communication, Responsiveness, Investigative Support, and Partnership (CRISP), you will lead a high performing team responsible for delivering timely, accurate, and compliant support across the fraud investigations lifecycle. This role serves as the central point of coordination between Investigations, Intake, Operations, Risk, Compliance, and business partners, ensuring clear communication, strong execution, and consistent, defensible outcomes. You will own the CRISP function as the front door for fraud investigation inquiries and escalation management, driving responsiveness, transparency, and resolution quality. In addition to managing daily operations, you will lead process optimization, root cause analysis, and continuous improvement efforts to reduce friction, improve partner experience, and ensure scalable, audit‑ready support in a highly regulated environment. Key Responsibilities Leadership & Execution Lead, coach, and develop a team accountable for CRISP support, escalation management, and investigation coordination. Set clear expectations and drive performance across quality, timeliness, productivity, and partner experience metrics. Prioritize workload based on risk, regulatory exposure, and client impact; ensure alignment with service‑level expectations. Foster a culture of accountability, ownership, and continuous improvement. Escalation & Inquiry Management Oversee escalations and complex, high‑risk cases; provide sound, risk‑based decisioning. Serve as the primary escalation point 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 sustainable process improvements. Standardize procedures, documentation, and communication frameworks to improve consistency and transparency. Lead initiatives that reduce inquiry volume, enhance the partner experience, and increase operational efficiency. Partner across FIX, Compliance, and Risk teams to align on forward‑looking process enhancements and control improvements. Risk, Compliance & Regulatory Alignment Ensure adherence to Regulation E, UCC, SAR, and internal policy requirements. Oversee regulatory complaint responses in partnership with Compliance Complaints Risk Management and other stakeholders. Maintain strong control discipline and ensure decisions are well‑supported, documented, and exam defensible. Monitor for emerging risks and proactively adjust processes or controls as needed. Data, Reporting & Insights Leverage FraudConnect and inquiry data to monitor trends, identify risks, and inform decision‑making. Develop reporting and insights that improve visibility into performance, quality, and escalation drivers. Use data to anticipate issues, improve investigative consistency, and support scalable operations. Partnership & Collaboration Build strong partnerships with Intake, Investigations, Operations, Risk, Compliance, and business stakeholders. Act as a connector across teams to improve communication, alignment, and end‑to‑end process outcomes. Influence cross‑functional stakeholders to drive alignment on priorities, decisions, and process changes. What you have Required Qualifications Bachelor’s degree or equivalent experience. 5+ years of leadership experience in fraud, financial crimes, risk, or operations. 5+ 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 lead through change in dynamic, high‑volume, regulated environments. Strong judgment with the ability to anticipate risk and proactively adjust strategies. Ability to balance operational execution with process improvement and strategic thinking. Preferred Qualifications 8+ years of fraud investigations or financial crimes experience. Experience leading Reg E intake and/or investigation teams. Experience building or leading centralized inquiry/escalation functions (e.g., CRISP‑like models). 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. What’s in it for you At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis. We offer a competitive benefits package that takes care of the whole you – both today and in the future: 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and 28‑day sabbatical after every 5 years of service for eligible positions Paid parental leave and family building benefits Tuition reimbursement Health, dental, and vision insurance #J-18808-Ljbffr Charles Schwab