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Director, Sales Practice & Fraud Investigations

Apply Req ID: 2001757 Date posted 05/22/2020
Director, Sales Practice & Fraud Investigations-2001757


As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits.  With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals.  Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

Managing all facets of Fraud Investigations functions company-wide to minimize bank and customer loss and risk; Analyzing internal suspicious activity (team members) and external suspicious activity (customers, crime rings and other criminals)Cyber, IT and web-based fraud investigations and key responder to data security breaches Commercial, Mortgage and Consumer loan fraud prevention, detection and investigations Card related fraud investigations and recovery (Debit and Credit cards)Managing Cost Management Unit (CMU) approved budget to control expenses; Managing structure, staffing, policies, processes, efficiency, effectiveness and quality of investigations for the bank. Plan based on risks, emerging trends, volumes and compliance needs; Establishing priorities and providing direction for the Banks Fraud Investigations functions; Developing fraud and loss mitigation strategies, including physical security requirements, focusing on protection of bank and customer assets; Coordination with Law Enforcement to arrest, convict and recover bank assets; Ensuring Bank Secrecy Act compliance by filing Suspicious Activity Reports; Maintaining Sarbanes Oxley (SOX) compliance for the banks investigations function Leading largest, most complex and sensitive investigations and working closely with Management, Legal and Corporate Communications to help minimize reputational risk Developing and maintaining solid partnerships with all business line leaders to ensure appropriate and effective bank investigations and response; Reporting periodic Fraud Investigations results to Management, Executive Management and Board Committees as required; Communicating with peer banks and industry organizations to maintain and enhance awareness of industry risks and trends. Managing bank investigations specific third-party vendors to ensure SLAs, compliance with Privacy NPPI requirements and appropriate, effective incident management


  • Actively promote, recommend and contribute to bank-wide fraud prevention policies, procedures and training programs based on expertise and understanding of current and emerging risks and fraud trends
  • Direct positive improvement in fraud investigations process/tools and risk mitigation/losses through coaching Managers and their teams to identify control weaknesses/gaps, fraud mitigation strategies, and fraud detection methodologies.,i.e. Bank Secrecy Act (Suspicious Activity Report SAR filing), Uniform Commercial Code (UCC), Reg CC, Reg E, etc
  • Affecting the disposition of fraud claims/cases
  • Specializing in financial crimes to facilitate intelligence gathering, expeditious investigative support, funds recovery, case prosecution and multi-agency/international task force cooperation
  • Lead and investigate significant and sensitive high profile/risk cases and ensure appropriate senior leaders within the organization, including Legal and Corporate Affairs, are fully informed
  • Member of enterprise-wide Fraud committee
  • Partner with Director of Physical Security to identify Fraud trends and ensure strong mitigation plans are developed and implemented
  • Develop, coordinate and implement fraud detection, prevention and investigation training plans for team managers and staff
  • Liaison with industry professionals and federal, state and law enforcement agencies (e.g., AUSA, Attorneys General, FBI, USSS, U.S. Postal Inspectors, etc.)
  • Participate in fraud related industry organizations and associations (e.g. IAFCI, ACFE, BITS, ABA, etc.) to contribute/leverage best practice initiatives and fraud trend benchmarking data
  • Actively manage departmental results/work product for the purpose of mitigating exposure, recovering stolen funds, equitable case distribution, appropriate subject matter expertise, and compliance with all Federal Regulations
  • Manage and motivate 3 managers and teams of 26 professional investigators and internal/ external fraud subject matter experts (commercial loan, mortgage, consumer loan, cards and online)
  • Oversee Managers and their teams’ efforts to detect, prevent, offs with Legal, Monthly Sales Practice Committee, Monthly Fraud Governance Forum, etc.
  • Involvement in the staff meetings/monthly forums of key business partners to share information (AML, InfoSec, Fraud Prevention, etc.)
  • Regular communication and engagement with the Head of Claims, Collections and Fraud Operations to ensure awareness and alignment on performance, trends, risks and strategy
  • Secure strong understanding of escalated events to provide summaries/status updates to management and business partners; facilitate intelligence gathering, expeditious investigative support, funds recovery, case prosecution and multi-agency/international task force cooperation manage responses to Significant Complaints tied to fraud activity
  • Maintain availability 7 days a week to quickly coordinate resolution efforts around high risk events that may surface
  • Pursue self-identified risks within the department and develop/execute on remediation plans
  • Collaborate with team members and business partners to manage and resolve existing risks within the business
  • Work with risk partners, auditors, and regulatory entities (OCC) to review Fraud Investigations/Sales Practice processes and performance - periodically presenting materials at associated meetings/forums
  • Development and review of daily/weekly/monthly reporting to understand and react to the performance and trends of both the department and individual team members
  • Furnish polished reporting packages to provide to management
  • Create PowerPoint presentations to deliver at various forums as needed
  • Proactive review of external and internal environment and identification of issues or concerns related to potential gaps in existing processes, procedures, policies, frameworks, etc
  • Active promotion of a risk management culture by encouraging team to embrace appropriate risk practices and supporting team members in fulfilling risk management responsibilities
  • Adherence to the Code of Conduct, assigned Risk Tolerance or Mandates and all organizational policies and procedures applicable to role and appropriate action to ensure that assigned team adheres accordingly ,Completion of all assigned training (Compliance, Bank Secrecy Act, Audit, Code of Conduct, etc.)
  • Reporting requirements within set time frames and appropriate action to ensure that team meets assigned requirements
  • Contribution to satisfactory results in audit reviews, compliance reviews, and regulatory examinations (internal/external)
  • Compliance and Regulatory Agency reviews. Personal or team response, to required corrective actions in a timely and complete manner Communication (staff meetings, 1-on-1’s, focus groups, skip levels, etc.)
  • Development of team members; offering support and guidance on complex and/or unique cases and scenarios; ensuring that all performance expectations are being met (coaching/training where appropriate)
  • Ensuring equitable case distribution and prioritization based on resources and subject matter expertise; overseeing effective recovery efforts
  • Ensuring consistent communication between investigators and colleagues/customers involved in active cases
  • Approval of high dollar write-offs; dealing directly with Law Enforcement on larger cases
  • Periodic review and approval of Suspicious Activity Reports
  • Ensuring compliance with federal regulations (timely submission of Suspicious Activity Reports); quality assurance review; periodic travel to meet with team members in person

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.  We actively encourage everyone to apply


  • At least 15 years of internal/external fraud investigations experience within the financial services industry
  • At least 10 years of business management experience required.
  • Strong experience with the MS Office Suite, primarily Excel, PowerPoint and Word
  • 10+ years of internal/external fraud investigations experience within the financial services industry
  • 10+ years of leadership experience
  • Certified Fraud Examiner and/or Certified Financial Crimes Investigator preferred.
  • Ability to exercise sound judgment to resolve problems and/or potential conflicts resulting from customer and/or employee dissatisfaction
  • Ability to exercise sound judgment to resolve problems and/or potential conflicts resulting from customer and/or employee dissatisfaction
  • Ability to interact skillfully with senior management and business partners
  • Proven ability to discuss and clearly present complicated and/or sensitive information
  • Ability to think both tactically and strategically; agility and confidence to effectively drive and navigate change
  • Deep understanding of the internal/external fraud investigations space for financial crimes across a broad array of channels; can be relied upon as a subject matter expert for the bank
  • Demonstrated ability to build strong collaborative business relationships; recognizes organizational limitations and uses corporate culture and resources to eliminate barriers where possible
  • Excellent written and presentation skills
  • Experience in dealing directly with Law Enforcement and government agencies to collaborate on active cases, prosecute suspects, and recover funds
  • Experience with building out robust reporting program for a business unit (individual scorecards, weekly dashboard, monthly performance package, etc
  • Experience working directly with regulators on areas of focus associated with Fraud Investigations and Sales Practice High level of integrity and excellent judgment concerning sensitive matters
  • Polished communication (written and verbal) and presentation skills; ability to effectively communicate with all levels of the organization
  • Proficient with Microsoft Office Suite
  • Proven ability to motivate and lead Managers/Supervisors and their teams
  • Proven ability to present complicated and/or sensitive matters to Executive Level Management
  • Strong analytical skills - the ability to detect and report on fraud trends, as well as identify and propose tactics to mitigate further exposure
  • Strong analytical skills, including the ability to detect and report on fraud trends and to identify ways to improve fraud detection, prevention and avoidance
  • Strong leadership skills with the ability to motivate Managers and their teams
  • Strong people management - commitment to team building, ability to motivate staff, maintain high engagement, and manage effectively with limited resources
  • Support strategic priorities and execute as a thought leader/resource for senior management Thorough understanding of relevant compliance regulations, e.g., BSA, BPA, Reg H, Reg CC, REG E and Privacy-GLP/Reg P,Thorough understanding of relevant compliance regulations, e.g., BSA, BPA-Reg H, Reg CC and Privacy-GLP/Reg P.
  • Duties are performed in an office environment
  • Physical demands could involve any or all of the following: digital dexterity and hand/eye coordination in the operation of office equipment
  • Light to moderate lifting (10-20 lbs.) and carrying of supplies, files, etc.
  • The ability to speak to and hear customers and/or other employees both telephone calling and in person; and body motor skills sufficient to enable the incumbent to move from one office location to another.


:Top Management

Primary Location

:Massachusetts-Framingham-5 Whittier Street - 06365 - Whittier Street-Corp


:SBNA Operations (5000)



Job Posting

:May 22, 2020, 1:46:18 PM


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