AVP, Fraud Operations & Loss Prevention, Digital Banking

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 AVP, Fraud Operations & Loss Prevention, Digital Banking, leads day-to-day execution and operational performance of the Fraud Operations and Loss Prevention functions. Reporting to the VP, this role translates approved strategic priorities into operating plans, resource requirements, performance objectives, and measurable results.

The AVP directly leads the supervisors responsible for frontline operations and is accountable for service levels, quality, productivity, case management, fraud losses, recoveries, customer outcomes, and control effectiveness. The role serves as a senior escalation point for significant fraud events, complex cases, emerging fraud trends, operational incidents, and control concerns, escalating matters to the VP or other designated approving authority when they exceed delegated limits.

Working across Product, Technology, Compliance, Risk Management, Legal, Customer Care, Deposit Operations, Payment Operations, and Card Services, the AVP strengthens fraud controls, improves operational processes, supports new products and capabilities, and helps the function scale responsibly.

DUTIES AND RESPONSIBILITIES:: Lead the daily performance of Fraud Operations and Loss Prevention, including service levels, quality, productivity, case aging, backlogs, fraud losses, recoveries, and customer outcomes

• Translate strategic priorities into annual and quarterly operating plans, staffing requirements, performance objectives, and measurable outcomes
• Lead supervisors responsible for frontline workflow, employee development, service delivery, quality, and operational controls
• Establish operating routines that provide visibility into performance, staffing, emerging risks, control exceptions, and material issues

Analyze fraud trends, attack patterns, case outcomes, and frontline operational insights to identify emerging risks and recommend enhancements to fraud strategies, detection rules, authentication controls, monitoring thresholds, and customer-protection measures

• Direct operational responses to significant events, control failures, complex cases, and customer-impacting incidents
• Lead root-cause analysis and corrective-action planning for material losses, recurring issues, operational breakdowns, and control gaps
• Review and approve complex case decisions and customer remediation within delegated authority, escalating matters that exceed approved thresholds
• Maintain an effective first-line control environment, including documented procedures, control monitoring, issue management, and timely remediation
• Support risk assessments, compliance reviews, audits, and regulatory examinations in partnership with control functions
• Develop and present reporting on performance, losses, recoveries, staffing, customer complaints, controls, and issue remediation
• Oversee workforce planning, recruiting, onboarding, training, succession planning, and leadership development across the function
• Lead operational readiness for new products, payment capabilities, fraud strategies, vendors, systems, and material process changes
• Define operational, workflow, control, reporting, staffing, and training requirements and coordinate testing and post-launch stabilization
• Monitor vendor performance and recommend improvements to automation, fraud monitoring, case management, analytics, and employee tools
• Represent Fraud Operations and Loss Prevention in designated operational, product, risk, control, and governance forums
• Maintain business continuity, leadership coverage, and surge-capacity plans
• Exercise decision-making authority within approved policies, delegated limits, and applicable governance processes; escalate material risks and decisions exceeding that authority
• Perform other duties as assigned
• SUPERVISORY RESPONSIBILITIES:: Directly supervise supervisors assigned to Fraud Operations and Loss Prevention
• Translate approved functional objectives into supervisor goals and operating expectations
• Oversee workforce planning, recruiting, employee onboarding, training, succession planning, and leadership development within assigned scope and approved staffing plans
• Ensure consistent application of procedures, controls, and quality standards
• Hold supervisors accountable for routine workflow and employee management while retaining responsibility for operational results

QUALIFICATIONS:: Minimum of 9 years of progressive experience in fraud operations, deposit loss prevention, payment operations, financial crime operations, investigations, or a comparably complex and regulated operational function required

• Minimum of 7 years of progressive people-leadership experience, including responsibility for complex operations, multiple workstreams, or frontline leaders required
• High school diploma or equivalent required; bachelor's degree or an equivalent combination of relevant experience, education, and professional training preferred
• Experience directly leading supervisors, team leads, or multiple specialized operational teams required
• Experience overseeing fraud or operational risk outcomes, investigations, operational controls, escalations, or issue remediation required
• Relevant professional certification, such as AAP, APRP, CFE, CAMS, or comparable fraud, payments, risk, or financial crime credential strongly preferred
• Experience leading process improvement, operational change, or implementation of products, services, fraud capabilities, or technology required
• Ability to interpret operational and risk information, identify trends, and communicate findings and recommendations to different audiences

Extensive knowledge of fraud operations and loss prevention, with experience in one or more related areas such as consumer deposits, payments, customer authentication, investigations, case management, or loss recovery

Demonstrated ability to make risk-informed decisions, resolve complex issues, manage cross-functional initiatives, and communicate clearly

Ability to prioritize competing needs and provide effective leadership in an evolving operational environment.

• Proficiency with common business-productivity, reporting, presentation, and data-analysis tools
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• 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

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.

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.

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