Fraud And Compliance Director

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer care, and we need your help!

We are looking for a Fraud & Compliance Director who will be responsible for establishing, leading, and maintaining the fraud prevention, risk management, and regulatory compliance programs within all sites. This role ensures that operational practices adhere to legal, regulatory, and organizational standards while minimizing fraud exposure across customer interactions, transactions, and internal processes.

The position requires strong leadership, deep knowledge of fraud detection strategies, regulatory frameworks, and call center operations, along with the ability to collaborate across departments to drive a culture of compliance and integrity.

As Fraud & Compliance Director, You Will…

• Develop and oversee the call center’s fraud prevention framework, policies, and detection strategies.
• Monitor fraud trends, identify vulnerabilities, and implement proactive countermeasures.
• Lead investigations into suspected fraud cases, coordinating with internal teams, legal, and external agencies when necessary.
• Implement and enhance fraud-monitoring tools, analytics, and reporting dashboards.
• Conduct periodic fraud risk assessments and develop action plans to mitigate risks.
• Ensure full compliance with industry regulations applicable to call center operations.
• Maintain and update compliance policies and procedures in line with evolving regulations.
• Oversee customer privacy and data protection practices, ensuring safeguards against unauthorized access and data breaches.
• Lead internal audits and prepare the organization for external compliance audits.
• Serve as the primary point of contact for regulatory bodies and external auditors.
• Develop and deliver compliance and fraud prevention training for leadership, agents, and support staff.
• Promote a culture of ethics, transparency, and accountability across the call center.
• Provide coaching and guidance to teams on proper procedures for identity verification, escalations, and handling sensitive customer information.
• Work closely with operations, quality assurance, IT, security, HR, and legal teams to ensure compliance is integrated into daily workflows.
• Analyze call patterns, transaction data, and operational metrics to identify anomalies and emerging risks.
• Support the development and rollout of new processes or technologies to strengthen security and compliance.
• Participate in strategic planning and contribute to long-term operational improvement initiatives.
  
  

• Bachelors degree in Business, Risk Management, Compliance, or related field required.
• Master’s degree or relevant certifications (CFE, CAMS, CRCM, CCEP) preferred.
• 7+ years of experience in fraud prevention, compliance, or risk management, preferably within a call center, BPO, or high-volume customer operations environment.
• Proven experience managing investigations and compliance programs.
• Strong understanding of call center systems (CRM, telephony, WFM, QA tools) and data privacy/security requirements.
• Deep knowledge of fraud detection methodologies and regulatory requirements.
• Strong leadership capabilities with the ability to influence and drive organizational change.
• Analytical mindset with experience using data to identify insights and risks.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
• Ability to travel occasionally for audits, training, or regulatory meetings.
• May require after-hours availability during critical incident response.