Fraud Prevention Associate

Responsibilities

• Perform fraud triage by reviewing alerts, escalations, and suspicious account activity across payment channels, including Zelle, ACH, wires, checks, cards, and digital banking, and determine appropriate next steps
• Investigate, document, track and maintain fraud cases and claims, ensuring accurate records, timely escalations, and compliance with established procedures and service-level expectations
• Support fraud and scam claim resolution, including member communication, case follow-up, required reporting, and coordination with internal and external partners
• Partner with Fraud, Operations, Card Services, Member Services, Compliance, and Risk teams to resolve fraud events, reduce operational risk, and improve workflow efficiency
• Prepare and maintain fraud-related reporting, reconcile assigned accounts, identify emerging fraud trends, and recommend opportunities to strengthen controls and reduce losses
• Maintain knowledge of fraud trends, regulations, and department procedures while supporting new fraud tools, process improvements, audit readiness, and rotating Saturday coverage as business needs require

Requirements

• High school diploma or GED required; college degree preferred, with at least three (3) years of related experience in a full-service financial institution, fraud prevention, payments, operations, card services, or member service
• Working knowledge of fraud prevention, payment operations, dispute/claim processes, and applicable case documentation practices strongly preferred
• Experience using CRM, core processing, case-management, alert-management, Microsoft Office, and reporting tools; experience with Symitar/Episys, Visa DPS, Verafin, Yellow Hammer, DetectTA, Financial Crimes Defender, or similar systems is helpful
• Ability to review multiple information sources, identify inconsistencies, document findings accurately, and escalate concerns clearly and timely
• Strong customer service, problem-solving, critical thinking, time management, conflict-resolution, and communication skills, with the ability to document member and staff interactions professionally
• Able to work independently within defined procedures, recognize when escalation is needed, and support flexible scheduling between 6:30 a.m. and 6:00 p.m., including Saturday hours based on rotating coverage and business need