CLASSIFICATION: Non-Exempt
REPORTS TO: Deposit Operations Manager
JOB DESCRIPTION
Summary/Objective
Protects customers and the bank by detecting fraud early and strengthening fraud prevention practices across payment programs.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Detect, investigate, and respond to fraud activity across payment and deposit channels to minimize customer impact and financial loss
- Strengthen fraud prevention controls by identifying trends, control gaps, and emerging fraud risks
- Ensure accurate disposition of fraud alerts in accordance with regulations, network rules, and internal procedures
- Support branches and internal partners with timely, well-documented fraud analysis and decisioning
- Review and disposition fraud alerts for ACH, Wire Transfers, Zelle, Online Banking, and Check transactions in accordance with bank policies and risk thresholds
- Analyze transaction activity, account history, and customer behavior to identify potential fraud, account takeover, or unauthorized transactions
- Determine and execute appropriate actions, including approvals, account restrictions, blocks, returns, and escalations
- Perform transaction-specific reviews: ACH: Identify unauthorized or suspicious debits and credits; initiate returns and adjustments in accordance with NACHA rules
- Wires: Review high-risk, duplicate, or socially engineered wire activity; verify changes to instructions or beneficiaries
- Zelle: Investigate alerts related to scams, account takeover, and suspicious person-to-person payment activity
- Online Banking: Monitor unusual login behavior, device changes, velocity anomalies, and transaction deviations
- Checks: Identify counterfeit, altered, forged, duplicate, or encoding-related items
- Coordinate with branches, customer service, digital banking, and deposit operations to resolve fraud alerts efficiently
- Document investigations, decisions, and actions clearly and accurately to support internal controls, audits, and regulatory reviews
- Assist with fraud-related account controls, customer notifications, and loss mitigation efforts
- Monitor fraud trends and escalate emerging risks or control weaknesses to management
- Ensure confidentiality of all information obtained during fraud investigations
Other Duties
Skills/Abilities
- Strong analytical skills with the ability to detect patterns and anomalies
- High attention to detail with strong documentation and organizational skills
- Proficiency with Microsoft Office (Word, Excel)
- Strong written and verbal communication skills
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment
This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.
Physical Demands
This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.
Travel
Limited local travel may be required for this position.
Education and Experience
- Minimum two years' experience in retail banking or banking operations required
- Prior experience in fraud operations, deposit operations, ACH, card services, or back-office banking preferred
- Experience working across internal teams in a fast-paced operational environment
- High school diploma or equivalent
- Working knowledge of ACH, wire transfers, Zelle, online banking, and check processing
- Understanding of regulatory and network requirements
- Core banking system familiarity
Equal Employment Opportunity/M/F/disability/protected veteran status
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.