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Director Of Fraud Response

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

As the Director of Fraud Response, you will lead a specialized team responsible for investigating and resolving complex, high-impact fraud cases escalated from banking customers. This role requires strategic leadership, strong problem-solving skills, and a deep understanding of fraud detection, investigation, and resolution within the financial services industry. You will work closely with customer support, risk, legal, compliance, and technology teams to ensure a fast, fair, and secure resolution process for affected customers.

You will own the enterprise fraud response strategy end-to-end — setting direction, building the team, defining operating rhythms, leading major events, and translating fraud risk into clear executive and board-level narratives. The role sits at the intersection of customer experience, financial loss management, and regulatory accountability, and is critical to protecting both customers and the institution.

Responsibilities:

• Own multi-year roadmaps, investment cases, and alignment with executive stakeholders on the firm's fraud response posture
• Define and execute the enterprise fraud response strategy aligned with risk appetite, customer experience standards, and business priorities
• Set direction and priorities for the team, translating fraud strategy into executable and measurable operational plans
• Manage operational budgets, vendor relationships (fraud platforms, identity/device intelligence, recovery partners), and cross-functional dependencies
• Lead and develop a high-performing fraud investigations and escalations team with a culture of accountability, customer empathy, and continuous improvement
• Establish operating rhythms, metrics, and reporting structures to ensure program performance and executive visibility
• Lead major fraud response activities, including assisting customers with real-time triage, containment, fund recovery, customer remediation, and post-event reconciliation
• Facilitate post-event reviews and drive corrective actions to close control gaps, strengthen detection rules, and improve resilience against emerging schemes
• Maintain and update fraud investigation runbooks, playbooks, and escalation paths with clear roles and responsibilities (RACI)
• Coordinate with fraud operations, fraud product / development, legal, compliance, communications, customer support, and executive teams during active fraud events
• Build and track key performance indicators (KPIs) and key risk indicators (KRIs) — including time-to-containment, recovery rate, false-positive rate, customer impact, and net fraud loss — to measure and optimize effectiveness
• Oversee the design and execution of tabletop exercises (e.g., large-scale account takeover, business email compromise, Zelle/wire scam surge, third-party breach exposure) to ensure readiness for customer issues
• Drive automation and process improvement initiatives — case management workflows, transaction holds, customer communications, and recovery procedures — to enhance speed, consistency, and scale
• Serve as the primary escalation point for complex, high-impact, or reputationally sensitive customer fraud cases
• Engage in executive-level reporting and communicate fraud risks, loss trends, regulatory exposure, and response strategies to the C-suite and board
• Partner with product and engineering on fraud control enhancements, customer-facing protections, and detection model feedback loops
• Ensure timely and accurate regulatory filings and customer disclosures (e.g., Reg E, SARs) in coordination with compliance and legal

Experience and Knowledge:

• Typically requires a Bachelor's degree in Business, Finance, Criminal Justice, Risk Management, Information Systems, or a related field, and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience
• Typically requires 5–7 years managing and developing employees, including managers of managers
• Proven leadership in developing and scaling fraud operations, investigations, and escalations programs within banking or financial services
• Expertise in managing complex, high-impact fraud cases across multiple typologies — account takeover (ATO), business email compromise (BEC), wire and ACH fraud, check fraud, Zelle/P2P and authorized-push-payment scams, synthetic identity, first-party fraud, card-not-present fraud, and elder financial exploitation
• Deep working knowledge of fraud detection and case management tooling — transaction monitoring, behavioral analytics, device and identity intelligence, link analysis, and orchestration platforms
• Strong knowledge of regulatory and compliance frameworks relevant to fraud and consumer protection (e.g., Reg E, Reg CC, BSA/AML, FinCEN reporting/SARs, UDAAP, FFIEC guidance, GLBA, NACHA rules, PCI-DSS, state breach notification laws)
• Executive-level communication and crisis management skills, with the ability to brief C-suite, board members, and regulators during active fraud events
• Demonstrated ability to build high-performing teams and foster a collaborative, empowered culture across operations, analysts, and investigators
• Strong analytical, decision-making, and problem-solving skills in time-sensitive, ambiguous situations with material financial and reputational stakes
• Experience with enterprise fraud platforms and adjacent tooling (e.g., NICE Actimize, SAS Fraud Management, FICO Falcon, Featurespace, Pega, FIS Memento, LexisNexis, Socure, ThreatMetrix) and with consuming fraud threat intelligence feeds
• Recognized industry certifications preferred: CFE (Certified Fraud Examiner), CAMS (Certified Anti-Money Laundering Specialist), CFCS (Certified Financial Crime Specialist), ACFCI, or similar

The successful candidate combines operational discipline with executive presence. They can lead a crisis briefing during an active fraud event one hour and brief the board on quarterly loss trends the next. They are equally comfortable interrogating a transaction monitoring rule with an analyst and negotiating a multi-year platform investment with the CFO. Above all, they treat every escalated case as a customer in distress, not just a ticket — and build a team that does the same.

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness:

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – "You Earned it"

Our Culture & Commitment:

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements