Fraud Escalation & Report Liaison Supervisor (Security)

TITLE: Fraud Escalation & Report Liaison Supervisor

LOCATION: El Paso (position is not remote)

TRAVEL: Minimal (up to 25%)

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About the Team

We are problem solvers working with leading agencies and organizations to help them address many of today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you'll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today's most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you'll appreciate the professionalism and dedication of those you stand beside every day.

Together, we actively imagine a better future, innovate new ways to make it a reality, and implement solutions that deliver a lasting impact.

About the Role

The Fraud Escalation & Report Liaison Supervisor is a pivotal role focused in the timely identification and resolution of high risk fraud cases as well as enhancing the integrity of our services. This role will oversee a dedicated team responsible for managing case escalations related to safety and fraud instances, ensuring that cases are handled with the appropriate level of urgency and coordination. This supervision involves ensuring comprehensive investigations, straightforward communication with involved parties, our customer, law enforcement agencies, and other external stakeholders to mitigate fraud risks, ensuring effective resolution of critical cases and implementing effective reporting systems.  

The Fraud Escalation & Report Liaison Supervisor will collaborate with internal departments and external stakeholders to develop policies that align with the latest government regulations and best practices. The role demands a strategic thinker who can analyze complex information and make sound decisions which prioritize public safety and fraud prevention.

The Fraud Escalation & Report Liaison Supervisor will possess excellent leadership skills, facilitating training sessions and workshops which elevate the capabilities of their team. Additionally, this supervisory position will require adaptability in an ever-changing environment, as well as the ability to manage sensitive discussions with discretion and professionalism. By fostering a culture of accountability and transparency, the Fraud Escalation & Report Liaison Supervisor will play a critical role in safeguarding the integrity of our program and enhancing customer trust.

What You'll Do

• Oversee and lead the investigation and escalation process for high risk fraud cases in the program, ensuring that all cases are prioritized based on severity, in coordination with the Program Director, management staff and stakeholders to ensure effective interventions.
• Work closely with partners and leverage internal and external data to conduct thorough investigations to identify potential fraud issues, patterns, and collaborate with partners to confirm and mitigate risks effectively.
• Serve as the main point of contact for the program, law enforcement, regulatory agencies, and other key external partners on escalated fraud cases. Ensure that all relevant stakeholders are kept informed and that case details are shared in a timely and secure manner.
• Conduct thorough assessments of escalated fraud cases, leveraging data analysis, behavioral insights, and investigative techniques to identify the root causes and determine the best course of action. Utilize fraud detection models and analytics to assess case severity and manage risk appropriately.
• Perform audits of potential fraud activity and regularly review the effectiveness of fraud detection and case management processes to ensure they are functioning optimally by using analytics and case feedback to assess and refine detection operational strategies.
• Provide comprehensive fraud case status reports to executive leadership and management on a daily, weekly and monthly basis, collaborating closely with the Operations team, compliance, and internal/external stakeholders.
• Maintain detailed documentation of escalated cases, ensuring that all necessary actions and outcomes are recorded in line with company and customer policies and procedures.
• Oversee database collection and tracking of historical cases, and identification of regional hot spots or groups of special interest.
• Ensure that procedures are being followed, document audit findings, and notify management of any significant issues.
• Supervise the development of policies and procedures for proactive fraud monitoring, document the current control process, and recommend enhancements. 
• Foster relationships across corporate departments and work closely with external stakeholders and the Operations team to support investigations and ensure that high risk cases are handled with the appropriate urgency.
• Facilitate communication between teams to ensure alignment on case strategy and resolution.
• Provide guidance and training to internal and external stakeholders on best practices for handling escalated fraud cases and ensure staff are equipped with the knowledge and resources necessary to effectively address complex fraud incidents.
• Brief appropriate personnel on patterns, trends and leads developed through analysis to further investigations and communicates concerns to relevant stakeholders.
• Ensure adherence to company and client policies and procedures. 

   

Minimum Qualifications & Skills

• Bachelor's Degree in Intelligence Analysis, Criminal Justice, Criminal Psychology, or any behavioral science.
• A minimum combined experience of five (5) years providing direct, relevant progressive project management experience on projects demonstrating advanced levels of financial and managerial responsibilities, with experience conducting fraud investigations, ID and document vetting, risk and threat assessments and mitigation, using behavioral analytics and investigative techniques to identify fraudulent, criminal, or nefarious activity and/or experience with fraud detection software, databases, and case review processes.
• Bilingual in English and Spanish.
• Strong analytical skills with proficiency in data manipulation and analysis tools and techniques; strong organizational, technologies, problem solving skills.
• Proven leadership experience in a supervisory or managerial role.
• Demonstrated ability to lead cross functional teams, ensuring smooth coordination between regional, field, and external partners.
• Strong analytical skills with the ability to interpret complex data.
• Exceptional communication skills, both verbal and written.
• Demonstrated ability to work collaboratively in a team environment.
• Knowledge of government regulations and compliance standards in safety and fraud management.
• Knowledge of safety and fraud prevention best practices and regulations. 
• ORR experience (preferred).
• Aptitude to work cross-functionally with company personnel and social services agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly to complete required data entry tasks.
• Ability to work independently in the field and exercise a high level of confidentiality.
• Knowledge of state, community, and agency resources for victims of abuse (preferred).
• Available to work a flexible schedule, including nights and weekends.
• Available to travel, as required.
• Must possess strong computer skills in MS Office, including Excel, Word, Teams
• Ability to type 55 wpm.

The Work Environment

• You will be required to complete 2 weeks of training to include webinars and in-person sessions on-site.
• Travel will be required based on project needs.
• Tasks/assignments are dynamic and will change based on client needs and resource availability, meaning Fraud Unification Specialists are expected to provide additional administrative support, including the completion of data entry and intake paperwork as required.

Work Schedule

• Due to the importance of this position, employees supporting this contract may be required to work extended hours including evening work, support on-call assignments, and work weekends to support time-sensitive or real-time complex services.
• This position is considered ESSENTIAL – The Fraud Escalation & Report Liaison Supervisor is required to report and work during emergencies or crises, including inclement weather, natural and man-made disasters, etc.

Condition of Employment

• Complete a rigorous culture and competency testing process.
• Complete a Drug Test.
• Must be at least 21 years of age.
• A valid U.S. Driver's license.
• Available to travel as necessary.

Security Clearance/Background Check Requirements

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Must be a U.S. Citizen or Permanent Resident.
• U.S. Residency requirement - 3 consecutive years in the last 5 years.
• Child Abuse/Neglect Report (CAN) or child protective services check to the satisfaction of contract requirements.
• Internal background check to the satisfaction of contract requirements.

Physical Demands

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

 

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com