Fraud Agent I

Accountabilities

• Review and analyze fraud alerts generated through fraud monitoring platforms to identify suspicious activity and determine appropriate next steps.
• Create, manage, and document fraud cases, ensuring investigations, decisions, and actions are accurately recorded.
• Evaluate high-risk transactions, including mobile and ATM deposits, to identify potential fraud indicators.
• Conduct account reviews and early warning assessments to detect unusual or potentially fraudulent behavior.
• Assign cases for additional investigation when required and escalate complex or high-risk situations to leadership.
• Contact customers by phone to verify transactions, gather information, explain account concerns, and support fraud resolution.
• Provide empathetic and professional communication to customers impacted by suspected fraud.
• Take preventative security measures, including restricting access, placing account holds, and applying other protective actions according to procedures.
• Educate customers on fraud prevention practices and available security resources.
• Collaborate with internal teams including banking operations, customer support, card services, and online banking teams to resolve cases effectively.
• Maintain compliance with applicable regulations, internal policies, and industry standards.
• Complete required documentation, reporting, and compliance training while contributing to a strong team environment.

Requirements

• High school diploma or equivalent required.
• Minimum of 2 years of experience in banking, financial services, fraud investigations, disputes, risk management, customer service, or a related field.
• Experience in fraud operations, account servicing, dispute resolution, or contact center environments is preferred.
• Strong analytical and investigative skills with the ability to identify patterns, anomalies, and risk indicators.
• Excellent attention to detail and accuracy when reviewing alerts and documenting investigations.
• Strong decision-making skills with the ability to assess risk and act appropriately in time-sensitive situations.
• Excellent verbal and written communication skills, including experience handling sensitive customer interactions.
• Ability to manage multiple priorities while maintaining service quality and operational efficiency.
• Advanced proficiency with fraud platforms, case management tools, and Microsoft Office applications.
• Knowledge of relevant financial regulations and industry requirements, including Regulation E, NACHA rules, Regulation CC, card network rules, BSA/AML/OFAC requirements, UCC, and elder financial abuse considerations.
• Familiarity with fraud monitoring tools, case management platforms, and banking systems is preferred.
• Ability to pass required background and credit checks.
• Flexibility to work varying schedules, including evenings and weekends when business needs require.

Benefits

• Competitive annual salary range of approximately $34,102 to $49,382.
• Full-time employment opportunity with a structured fraud operations environment.
• Access to professional development and required compliance training programs.
• Opportunity to build expertise in banking operations, fraud prevention, and risk management.
• Collaborative workplace culture focused on customer protection and operational excellence.
• Supportive environment with opportunities to grow within financial services operations.