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 • Stay up to date with emerging fraud trends, industry best practices, and regulatory requirements related to fraud detection and prevention • Create comprehensive investigative reports, documenting findings, recommendations, and actions taken to address fraud or complaint incidents, as needed • Execute on special projects • Perform other duties as assigned • Supervise assigned employees and external (vendor) staff by organizing and monitoring work progress • Maintain internal and external staff by recruiting, selecting, orienting, and training staff • Manage performance of employees through development, coaching, and counseling • Manage performance of external staff (vendor) through periodic evaluation and routine feedback, as needed

• High School Diploma required; Bachelor’s Degree preferred • Minimum of 6 years of experience within fraud investigation, conducting complex investigations (preferably in a corporate or financial institution setting) required • Minimum of 2 years in a supervisory role required • Knowledge of lending, servicing, and debt collection regulations, and some or all: FCRA, FDCPA, SCRA, Reg Z, UDAAP, BSA/AML, TILA, OFAC required • Comfortable reviewing loan and financial transaction information • Proficient with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) as well as LexisNexis, Snowflake, SQL, DataTree, and Emailage • Ability to see patterns, trends, and spot suspicious behavior • Proficient in utilizing data analysis tools and techniques to identify patterns, anomalies, and trends indicative of fraudulent activities • Proficient in conducting online investigative research using search engines and open-source intelligence techniques • Strong knowledge of fraud detection and prevention techniques and a solid understanding of relevant laws, regulations, and industry standards • Ability to present complex findings and recommendations to technical and non-technical stakeholders • High ethical standards and integrity, maintaining confidentiality and professionalism throughout investigations • Bilingual (English / Spanish) preferred, but not required • Advanced certifications such as Certified Fraud Examiner (CFE) preferred, but not required • Experience with fraud or complaint handling in the solar industry preferred, but not required • Experience with fraud detection software and knowledge of relevant technologies • 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