Manager, Fraud & Complaints, Solar Servicing

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