Fraud Case Management Product & Project Support Consultant

Location:

We are seeking a highly skilled Product & Project Support Consultant to support the Fraud Case Management (FCM) platform. This role will involve a combination of product ownership support, project execution, business analysis, and operational problem-solving. The ideal candidate thrives at the intersection of fraud operations, technology, and delivery-ensuring the platform runs effectively today while enabling future enhancements.

Key Responsibilities

Product & Platform Support

• Serve as a core support partner for the Fraud Case Management platform, ensuring stability, usability, and continuous improvement.

• Act as a functional subject matter expert (SME) for FCM capabilities, workflows, rules, and integrations.

• Translate fraud operations needs into clear, actionable product requirements, user stories, and acceptance criteria.

• Support configuration, testing, validation, and release activities for platform enhancements.

• Troubleshoot production issues, conduct root-cause analysis, and coordinate fixes with technology partners.

Project & Delivery Support

• Support end-to-end delivery of FCM-related initiatives, including enhancements, regulatory changes, vendor upgrades, and operational improvements.

• Partner with project managers, technology teams, and vendors to ensure milestones, dependencies, and risks are well understood and managed.

• Coordinate UAT activities, including test case creation, execution support, and defect management.

• Ensure deliverables align with fraud strategy, compliance requirements, and operational workflows.

Stakeholder Engagement & Communication

• Act as a liaison between Fraud Operations, Product, Technology, Risk, and Compliance teams.

• Facilitate working sessions, requirement walkthroughs, and solution reviews with cross-functional stakeholders.

• Provide clear, concise status updates, documentation, and decision support to leadership and partners.

Documentation & Governance

• Maintain high-quality documentation including process flows, business requirements, platform configurations, operating procedures, and release notes.

• Ensure changes align with enterprise governance, risk management, and change-control standards.

• Support audits, exams, and model or process reviews related to the FCM platform.

Required Skills & Experience

• Strong experience supporting Fraud Case Management platforms or comparable fraud, disputes, AML, or risk systems.

• Demonstrated ability to perform both product support and project delivery functions.

• Excellent business analysis skills, including requirement elicitation, process mapping, and gap analysis.

• Hands-on experience with testing (UAT), defect tracking, and release readiness.

• Ability to analyze complex data, workflows, and system behavior to identify issues and improvement opportunities.

• Proven track record of working effectively with technology teams and external vendors.

Preferred Qualifications

• Background in fraud operations, fraud strategy, or financial crimes risk.

• Experience with Agile and/or hybrid delivery methodologies.

• Familiarity with case management configuration, rules engines, alerts, workflows, and reporting.

• Experience with FileNet strongly preferred.

• Experience leveraging SQL, SAS, or similar tools to gather and analyze data.

• Experience supporting regulatory, compliance, or audit-driven initiatives.

Soft Skills & Traits (Critical for Success)

• Strong ownership mentality with the ability to operate independently.

• Exceptional organizational and prioritization skills in a fast-paced environment.

• Comfortable balancing tactical production support with strategic project work.

• Confident communicator who can simplify complex concepts for diverse audiences.

• Ability to independently stay current on industry trends and best practices across fraud operations, technology, risk, and compliance functions.

• Collaborative, solutions-oriented mindset aligned to how Alicia Finan and Pam Strait support the platform and teams.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. If located near a KeyBank location, the position in the future may work partially from a Key facility. If not located near a Key facility, team will consider remote workers.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here ( for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 04/06/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].

#LI-Hybrid

KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.