Fraud Monitoring Support II (Hybrid)

About the role

The role supports fraud prevention and risk mitigation efforts by monitoring account activity, researching unusual transactions, and analyzing potential fraud indicators. The role applies established procedures and acquired knowledge to investigate routine and moderately complex situations, verify account activity, and recommend appropriate actions while escalating higher-risk concerns as needed.

Responsibilities

• Reviews account activity, transactions, and system-generated alerts to identify suspicious patterns, exceptions, or potential fraud risks.
• Researches account information and transaction history to assess risk indicators and support account status or transaction-related decisions.
• Analyzes information from multiple sources to determine appropriate next steps and ensure timely resolution of fraud-related concerns.
• Contacts customers through approved channels to verify activity, gather information, resolve discrepancies, and confirm legitimate account usage.
• Takes appropriate action on routine fraud cases, account exceptions, and risk-related issues in accordance with established policies and procedures.
• Evaluates account activity against established monitoring criteria and identifies situations that may require additional review or investigation.
• Documents findings, actions taken, and case details accurately and thoroughly to support regulatory, audit, and operational requirements.
• Collaborates with internal partners to resolve fraud-related concerns, obtain additional information, and support effective risk mitigation.
• Identifies trends, recurring issues, or process exceptions and communicates observations to more experienced team members or leadership.
• Escalates complex, high-risk, or unusual situations that require additional analysis, authority, or decision-making.

Requirements

• High school diploma and/or specialized certification
• 1 - 2 years of relevant experience

Skills

• Ability to interpret transaction activity, identify exceptions, and apply established guidelines to resolve routine and semi-routine issues.
• Strong analytical and problem-solving skills with the ability to gather, evaluate, and organize information from multiple sources.
• Effective verbal and written communication skills with the ability to interact professionally with customers and internal stakeholders.
• Strong attention to detail and commitment to accuracy when reviewing account activity and maintaining case documentation.
• Ability to prioritize multiple tasks and manage workloads in a fast-paced environment.
• Working knowledge of fraud monitoring systems, operational processes, and standard business applications.
• Ability to exercise sound judgment within established parameters and recognize when escalation or additional guidance is required.

Pay

• OR or MA: $25.48 - $30.53 per hour
• CA: $28.03 - $33.58 per hour

Schedule

Tuesday - Saturday, 8:00 AM - 5:00 PM (40 hours per week)

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: Up to 15 days accrued in your first year, plus 40 hours of sick time and 3 personal days (refreshed annually)
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

About the company

First Tech and DCU were founded on the belief that financial solutions should put people first. This principle has driven decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.