Senior Fraud Investigator at Gulf Coast Bank & Trust Company – New Orleans, Louisiana

Summary

The Senior Fraud Investigator is a specialized fraud professional dedicated to working one-on-one with customers who are actively engaged in or recovering from financial scams. This role focuses on breaking the psychological hold (“the spell”) fraudsters have over victims through education, structured coaching, and compassionate intervention—while protecting the customer and the bank from further loss.

This position blends fraud investigation, behavioral insight, and victim advocacy, requiring patience, emotional intelligence, and the ability to guide vulnerable customers toward safe financial decisions. The Investigator will document cases thoroughly, collaborate with internal teams, and serve as a trusted advocate for scam victims.

Responsibilities

• Work directly with scam victims through in-person, phone, and virtual meetings to interrupt ongoing scams and prevent repeat losses.
• Build trust and rapport with vulnerable customers who may be resistant, embarrassed, or emotionally invested in the scam.
• Use structured coaching techniques to help victims recognize manipulation tactics, regain confidence, and make safe financial decisions.
• Provide repeated education when necessary, understanding that scam recovery is often a process—not a single conversation.
• Educate victims on common scam typologies (romance, investment, tech support, government impersonation, etc.).
• Explain fraudster psychological tactics such as urgency, isolation, authority, and emotional manipulation.
• Reinforce the bank’s role as a partner in protecting the customer’s financial well-being.
• Conduct detailed fraud investigations related to scam activity, including transaction analysis and timeline development.
• Document all interactions, observations, and intervention steps thoroughly and accurately.
• Prepare clear case notes to support internal reviews, regulatory expectations, and potential law enforcement referrals.
• Work closely with branch staff, Fraud Prevention, BSA/AML, Compliance, and Legal teams.
• Provide guidance to frontline employees on how to identify scam victims and escalate concerns appropriately.
• Coordinate with external partners such as law enforcement or adult protective services when appropriate.
• Recommend account safeguards, transaction controls, and monitoring strategies to prevent further victimization.
• Identify repeat-victim patterns and high-risk behaviors for proactive intervention.
• Support peer reviews and internal fraud committees as needed.
• May be asked to perform other duties related to this position based on business needs and managements discretion.

Skills/Experience/Education

• Bachelors degree required; or a High School diploma and relevant experience may be considered.
• Minimum of 3–5 years of experience in fraud investigation, financial crimes, law enforcement, social services, or a related field
• Strong understanding of scam typologies and fraud trends
• Exceptional communication skills with the ability to handle difficult, emotional, or resistant conversations
• High level of empathy, patience, and emotional intelligence
• Strong documentation and analytical skills
• Background in law enforcement, psychology, counseling, social work, or victim advocacy, preferred.
• Experience working with vulnerable populations, including elderly or at-risk adults, preferred.
• Training or experience in behavioral interviewing, crisis intervention, or motivational interviewing, preferred.
• Knowledge of elder financial abuse indicators and reporting requirements
• Compassionate but firm communication
• Ability to “hold the line” when protecting a customer from themselves
• Critical thinking and sound judgment under pressure
• Professional discretion and confidentiality
• Strong ethical standards and customer-first mindset

Essential Mental & Physical Requirements

• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.