Sr Fraud Operations Specialist

We need to output HTML fragment with sections as per rules. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Remove boilerplate like EEO, legal, etc. Also remove duplicated lines. Must preserve all substantive info. Let's parse the posting. Content: - Intro paragraph: "Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more." This is generic company description; maybe we keep as a paragraph? It's not a specific section heading; we can include as a

before sections. - About The Role: heading "About The Role". Content: "Fraud Operations is where Happen Bank steps in when something's gone wrong — a compromised account, a disputed transaction, a bad actor testing the system. As a Sr Fraud Operations Specialist, you handle the most escalated fraud, dispute, and balance-transfer cases that come through phone and email, working across multiple systems and teams to get members a fast, first-call resolution. You're trusted to make real decisions in the moment, using sound judgment to protect both the member and the bank." We can put that under

About the role

and then a

. - What You'll Do: list of duties. This is responsibilities. Should go under

Responsibilities

with

• items. List items: - Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible and setting clear SLA expectations when you can't - Navigate multiple systems to capture the full picture of a case quickly, unlock accounts, approve applications, and walk members through dispute investigation outcomes - Spot red flags in real time and escalate to the right team, documenting the dispute intake process for balance transfers, DebitIQ/Cleansweep, and other affected products - Flag emerging fraud trends and high-risk activity to your supervisor, and speak up with recommendations when you spot a gap or weakness - Capture and track customer complaints accurately, and handle back-office research, resolution, and reporting on fraudulent activity between live interactions - Support onboarding application reviews and other cross-team requests as they come up, using available tools, including AI-assisted resources, to move through casework faster - About You: This includes qualifications, skills, etc. We need to split into sections: Requirements, Qualifications, Skills maybe. The posting includes: "About You 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus, and a high school diploma or GED or equivalent combination of education and work experience You stay organized and detail-oriented while multitasking across multiple systems and large, confidential data sets You communicate clearly and confidently in writing and on the phone, including with members, victims, and potential bad actors You're proficient in Word, Excel, and the rest of Microsoft Office You look for ways AI and smart tools can help you work faster and catch errors before they become problems, and you're comfortable flagging a better way of doing something when you see one You're willing to work beyond normal business hours when the situation calls for it" We can treat these as Requirements (experience, education) and Skills (organized, detail-oriented, communication, proficiency, AI tools, willingness to work beyond hours). Qualifications maybe same as requirements. We need to decide which sections to include. The instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications into one? But they ask to use headings for those specific names if we include them. We need to include a section only when posting has real specific content for it. We have content for Requirements (experience, education). We have content for Skills (soft skills, technical). We could have both sections. Qualifications maybe similar to Requirements; but we could treat "About You" as Qualifications and then separate Skills? However the list includes both experience/education and skills. To avoid thin sections, maybe we combine into one

  Qualifications

  that includes both experience/education and skills. But the instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid combining content under one heading; we just need to use those headings if we include them. So we could have a single

  Qualifications

  that contains both experience/education and skills as a
  or

  . That would be substantive. But we also have Work Location, Time Zone Requirements, Compensation, Benefits, Travel Requirements. Those map to sections: Pay, Schedule, Benefits, maybe Location not a heading; we can include location in a

  under maybe a generic section? There's no heading for location; we could just include as a paragraph after responsibilities. We have: Work Location: Lehi, Utah. The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level. Time Zone Requirements: Primarily MT Compensation: The target base salary range for this position is 23.50/hr. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more. Travel Requirements: Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed. Benefits: repeated same as compensation paragraph: "We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more." This appears twice; we should deduplicate. Thus we have content for Pay (salary range), Benefits (list), Schedule (maybe hybrid work model and in-office days). Also Travel Requirements could be part of Schedule or separate? There's no heading for Travel; we could include under Schedule or as a separate paragraph. Since we only have headings for Schedule, we can put travel info under Schedule. We must not include sections with filler like "commensurate with experience". We have specific salary range: 23.50/hr. That's specific. We must not include Pay section unless posting actually states them. It does state target base salary range. So include Pay. Benefits: we have specific benefits listed. Include Benefits. Schedule: we have hybrid work model, in-office Tues-Thurs, remote not considered, time zone primarily MT, travel monthly/quarterly. That's enough for Schedule. We should not include a separate "Work Location" heading; we can incorporate location into Schedule or a separate paragraph. Perhaps we add a

  after About the role about location. We must not include boilerplate like EEO, legal, AI tool use, privacy, etc. Remove those. Also remove duplicated lines: The benefits paragraph appears twice; we keep one. Also remove "Current Employees of Happen Bank: Please apply via your internal Workday Account" maybe considered application instruction? It's instruction for internal applicants; but rule says remove application instructions. So we should remove that line. Also remove "We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way." appears twice; we can keep once. Now construct HTML. Structure:

  Intro paragraph (company purpose).

  About the role

  Fraud Operations is where Happen Bank steps in when something's gone wrong — a compromised account, a disputed transaction, a bad actor testing the system. As a Sr Fraud Operations Specialist, you handle the most escalated fraud, dispute, and balance-transfer cases that come through phone and email, working across multiple systems and teams to get members a fast, first-call resolution. You're trusted to make real decisions in the moment, using sound judgment to protect both the member and the bank.

  Responsibilities

  • Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible and setting clear SLA expectations when you can't
  • Navigate multiple systems to capture the full picture of a case quickly, unlock accounts, approve applications, and walk members through dispute investigation outcomes
  • Spot red flags in real time and escalate to the right team, documenting the dispute intake process for balance transfers, DebitIQ/Cleansweep, and other affected products
  • Flag emerging fraud trends and high-risk activity to your supervisor, and speak up with recommendations when you spot a gap or weakness
  • Capture and track customer complaints accurately, and handle back-office research, resolution, and reporting on fraudulent activity between live interactions
  • Support onboarding application reviews and other cross-team requests as they come up, using available tools, including AI-assisted resources, to move through casework faster

  Qualifications

  • 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus
  • High school diploma or GED or equivalent combination of education and work experience
  • Stay organized and detail-oriented while multitasking across multiple systems and large, confidential data sets
  • Communicate clearly and confidently in writing and on the phone, including with members, victims, and potential bad actors
  • Proficient in Word, Excel, and the rest of Microsoft Office
  • Look for ways AI and smart tools can help you work faster and catch errors before they become problems, and comfortable flagging a better way of doing something when you see one
  • Willing to work beyond normal business hours when the situation calls for it

  Pay

  The target base salary range for this position is $23.50 per hour. The base salary will be determined by job-related knowledge, experience, education, skills, and location.

  Benefits

  We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

  Schedule

  This role follows a hybrid work model with required in‑office attendance Tuesdays, Wednesdays, and Thursdays in Lehi, Utah; remote placement is not considered. The primary time zone is Mountain Time (MT). Travel may be required monthly, quarterly, or as needed to Happen Bank offices or other locations.