The Client Fraud Solutions Manager serves as the primary liaison between the Fraud Operations team, internal business partners, and clients. This role is responsible for fraud identification, intake, response coordination, recovery efforts, client retention, and fraud prevention education. The position provides subject matter expertise on fraud trends and emerging threats while developing and delivering training, presentations, and consultative guidance to employees, business units, and clients. The role works collaboratively across the Bank to enhance fraud prevention practices, improve client experiences, reduce fraud losses, and strengthen overall fraud awareness.
ESSENTIAL FUNCTIONS
Fraud Intake & Response
- Serve as the central point of contact for complex fraud incidents and escalations.
- Partner with fraud operations teams to ensure timely response and recovery efforts.
- Monitor emerging fraud trends and recommend appropriate mitigation strategies.
- Coordinate with internal partners across the Bank and footprint.
Client Retention
- Coordinate recovery efforts involving fraud losses and compromised accounts.
- Work closely with affected clients and internal partners to minimize disruption and preserve relationships.
- Deliver high-touch service during fraud events to support client retention and confidence.
- Identify opportunities to improve fraud response processes and client experience.
Client & Internal Partner Consulting
- Act as a fraud solutions consultant for business units, branch teams, commercial banking partners, treasury management, and operational areas.
- Provide guidance on fraud prevention strategies, controls, and best practices.
- Assist business partners in evaluating fraud risks related to products, processes, and services.
- Support implementation of fraud-related initiatives and process improvements.
Fraud Education & Awareness
- Develop and deliver fraud education programs for clients and employees.
- Conduct presentations, workshops, webinars, and training sessions regarding fraud trends and prevention techniques.
- Create educational materials, fraud alerts, reference guides, and communication campaigns.
- Promote an enterprise-wide culture of fraud awareness and prevention.
- Maintain a strong understanding of payment regulations, industry changes, and emerging technologies impacting ACH, wire transfer, and digital banking services.
- Maintain procedures, documentation, and internal controls related to fraud response and prevention.
- Identify trends and recommend enhancements to fraud controls and processes.
Relationship Management
- Build strong relationships with commercial and consumer clients, internal business units, and external partners.
- Serve as a trusted advisor on fraud-related matters.
- Maintain regular communication with stakeholders regarding fraud risks, trends, and mitigation strategies.
Team Leadership & Staff Development
- Directly manage, coach, mentor, and develop a team of employees.
- Establish performance expectations, provide ongoing feedback, and support employee development planning.
- Foster a culture focused on client service excellence, accountability, continuous improvement, and risk management.
- Support staff in resolving complex client inquiries, payment issues, fraud concerns, and operational challenges.
- Collaborate with leadership to identify training opportunities and ensure team members maintain current knowledge of products, services, processes, and regulations.
KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED
- 5+ years of fraud, financial crimes, treasury management, risk management, banking operations, or related experience.
- Experience supporting commercial clients and delivering consultative payment solutions.
- Prior leadership or supervisory experience, including managing and developing direct reports.
- Strong understanding of payment operations, payment risk, and fraud prevention techniques.
- Ability to effectively communicate complex payment and fraud concepts to clients, executives, and business partners.
- Strong public speaking, presentation, and training facilitation skills.
- Experience managing complex client relationships and sensitive situations.
- Knowledge of fraud typologies, recovery processes, and fraud prevention controls.
- Excellent communication and relationship management skills.
- Strong analytical, problem-solving, and project management abilities.
- Ability to influence across departments without direct authority.
- Certifications such as CFE, CAFP, CAMS, or CRCM preferred.
Compensation: $106,485 - $159,727
The compensation range represents the low and high end of the base compensation range for this position located in Spokane, Washington. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. This position is also eligible to participate in an applicable annual bonus.
What Our Culture Can Offer You:
Our benefit philosophy is to provide you with a comprehensive package to secure your overall wellness and help you become and remain a fulfilled and productive employee. Our benefits include Health, Financial, Retirement and Work/Life Benefits. We are proud to share an overview of our benefits HERE (https://www.watrust.com/assets/files/qFqeTTn6) as part of your total compensation.
Washington Trust Bank celebrates diversity in the workplace and actively recruits talent to help reflect the unique communities where we live and work. We are proud to be an equal opportunity employer and prohibit discrimination or harassment based on race, religion, sex, gender identity, sexual orientation, national origin, age, pregnancy, disability, genetic information and any other protected characteristics outlined by state, federal and local laws. We believe strength comes from the diverse backgrounds and experiences of our team, and we are dedicated to fostering a supportive and inclusive work environment.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
