Fraud Customer Experience Business Partner

M&T Bank

Fraud Customer Experience Lead at M&T Bank improving fraud prevention, detection, and resolution. Collaborating with teams to enhance customer experience in complex fraud situations.

Posted 6/10/2026full-timeBuffalo • Maryland, Massachusetts, New York, Vermont, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $89,600 - $149,300 per yearWebsite

About the role

Key responsibilities & impact

Partner across the organization to improve customers’ experience in fraud prevention, detection, and resolution
Build strong, trusted relationships across fraud, operations, product, technology, and customer-facing teams
Act as a connector across teams to align priorities and drive shared outcomes
Represent and advocate for the customer perspective in decision-making
Maintain an ongoing discovery approach to identify friction points across the end-to-end fraud journey
Translate insights into clear, actionable opportunities for improvement
Partner with teams to turn identified opportunities into actionable plans and support execution
Ensure improvements are adopted, sustained, and scaled where appropriate
Align work across multiple teams to ensure efforts are coordinated and focused on the highest impact areas

Requirements

What you’ll need

Bachelor’s degree
Minimum of 4 years’ proven project management experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ project management experience
Proficiency with personal computers as well as pertinent software packages
Strong ability to influence without authority and work effectively across teams
Experience coordinating complex work across multiple stakeholders
Strong problem-solving skills with a focus on practical, actionable solutions and persistence through obstacles
Ability to balance strategic thinking with hands-on execution
Strong communication skills with the ability to tailor messages to different audiences

Benefits

Comp & perks

Health insurance
Retirement plans
Paid volunteer time
Flexible working arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementproblem-solvingstrategic thinkingexecution

Soft Skills

influence without authorityrelationship buildingcommunicationcollaborationadaptability

Certifications

Bachelor's degree