Fraud Agent II

Overview

Fraud Agent II is responsible for handling more complex and higher-risk fraud alerts across multiple banking channels, including alerts related to both consumer and commercial customers, while supporting real-time fraud prevention and customer protection efforts.

What You’ll Do

• Fraud Monitoring & Detection:
  • Review and work complex fraud alerts generated in Verafin, assessing risk, prioritizing alerts and determining appropriate next steps.
  • Create and assign cases within the Verafin platform to fraud investigators for review and resolution, ensuring all decisions and documentation are completed accurately.
  • Conduct timely review and escalation of Q2 Sentinel and Patrol alerts to ensure rapid identification, investigation, and mitigation of potential fraud risks.
  • Review high-risk mobile deposits in Ensenta to validate deposit legitimacy and identify red flags.
  • Review ATM deposits for potential fraud indicators and act in accordance with bank procedures.
  • Conduct Early Warning System (EWS) reviews as part of investigations or account assessments to identify elevated risk factors or account misuse.
  • Identify patterns, anomalies, or trends in alert activity and escalate systemic or emerging risks to the Fraud Agent Team Lead or Fraud Operations leadership.
• Customer Interaction:
  • Make outbound calls to customers to verify activity, gather information, or mitigate potential fraud losses in real time.
  • Handle inbound return calls from customers, branches or the Contact Center, communicating with internal staff regarding previously opened cases involving suspected fraud or high-risk customer concerns.
  • Provide clear, empathetic communication when speaking with customers, impacted by fraud, guiding them through necessary steps and setting expectations.
  • Deliver timely updates and next steps to customers as investigations progress or immediate decisions are required.
• Customer Protection & Account Security:
  • Perform immediate protective actions for customers impacted by fraud, including but not limited to: Disabling online banking access, Restricting or freezing accounts, Placing holds on checks.
  • Evaluate the appropriateness of protective measures based on risk level and customer impact.
  • Document all protective measures taken and ensure proper follow-through according to bank policy.
  • Educate customers on security best practices, fraud prevention measures, and tools available through the bank to reduce future risk, particularly following high-risk or attempted fraud events.
• Collaboration:
  • Serve as a resource for Fraud Agent I team members by providing guidance on alert handling, decision-making, and escalation pathways.
  • Work with the Fraud Agent Team Lead to escalate urgent, high-risk, or large dollar fraud events.
  • Partner with internal departments—such as Branch Banking, Online Banking, Card Services, Deposit Operations, and the Contact Center—to gather information, resolve customer concerns, and support investigations.
  • Provide timely communication observed fraud trends, emerging risks, or process gaps to leadership and support continuous improvement efforts.
• Performance Expectations:
  • Ability to manage a high volume of complex and high-risk fraud alerts while maintaining accuracy and attention to detail.
  • Timely review, prioritization, and disposition of alerts in accordance with established service level agreements (SLAs), with a focus on real-time response to high-risk activity.
  • Demonstrated ability to effectively prioritize and triage alerts based on risk level, urgency, and potential customer or bank impact.
  • Strong, independent decision-making in moderately complex to complex situations, with appropriate use of escalation channels.
  • Effective handling of inbound and outbound customer interactions, including escalated or sensitive situations, while maintaining professionalism and empathy.
  • Accurate, thorough, and audit-ready documentation of alert activity, customer interactions, and account actions with minimal rework required.
  • Proactive identification of patterns, anomalies, or emerging fraud trends, with timely communication to leadership.
  • Ability to support escalation handling and provide guidance to Fraud Agent I team members.
  • Maintenance of assigned alert queues to prevent backlog and ensure adherence to aging thresholds.
  • Consistent adherence to regulatory requirements, internal policies, and risk management standards.
  • Contribution to process improvement efforts, including identification of control gaps or efficiency opportunities.

Requirements for Success

• High school diploma or equivalent.
• Minimum of 3+ years of experience in banking, financial services, fraud investigations, risk, or related field.
• Required Skills:
• Strong analytical and investigative skills, with the ability to identify patterns, anomalies, and higher-risk activity.
• High attention to detail and accuracy in complex alert review and documentation.
• Excellent communication skills, including handling escalated or sensitive customer interactions.
• Strong judgment and decision-making skills in moderately complex to complex situations.
• Ability to prioritize and manage high-risk, time-sensitive alerts effectively.
• Advanced proficiency with fraud platforms, case management systems, and Microsoft Office applications.
• Advanced working knowledge of applicable regulations, including: Regulation E, NACHA rules, Regulation CC, Card network rules, BSA/AML/OFAC requirements, UCC, Elder Abuse.
• Preferred Skills:
• Experience with Verafin, Ensenta, EWS, or similar fraud platforms.
• Familiarity with ServiceNow or other case management systems.
• Working knowledge of core banking platforms and systems such as Director, Wires, ACH, Debit Cards, Online Banking, and Research/Returns.

Conditions of Employment

• Must be able to pass a criminal background & credit check.

Pay Range

USD $38,769.00 - USD $57,876.00 /Yr.