Digital Risk & Controls Officer

Position: Digital Payment Risk & Controls Officer
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This is a 1st Line of Defense role in the Digital Banking/Online Banking function. The role focuses on digital payment risk controls, monitoring, customer experience guardrails, and operational readiness.

The Digital Payment Risk & Controls Officer serves as the first line subject matter expert responsible for digital payment fraud control strategy, execution, and continuous improvement across Zelle, mobile Remote Deposit Capture (mRDC), Online Account Opening (OAO), and Bill Pay. This role ensures the integrity and security of digital banking transactions, proactively identifying and mitigating risks to protect both customers and the bank.

This role owns daily risk control workflows, performs control monitoring and exception review, and escalates suspicious activity to Fraud for investigation as appropriate. And collaborates closely with Fraud, Risk, Compliance, Digital Support, and Customer Care teams.  This role owns control enhancements and ensures Digital Banking remains compliant with fraud-related and payment regulations while maintaining an optimal customer experience.
* Own first-line digital payment fraud controls framework, including alert logic, exception review, and proactive detection of suspicious activity related to digital payments, including Zelle, online account opening funding, mobile deposits, and Bill Pay, and escalate potential fraud activity to Fraud for investigation.
* Review digital risk exceptions and control breaks; escalate cases to Fraud or Risk teams as required, analyzing trends and root causes to recommend proactive mitigation strategies.
* Maintain digital payment risk control workflows and ensure adherence to Reg E, BSA/AML, NACHA, and internal policies.
* Partner with Fraud, Risk, and Compliance teams to assess rule and alert performances, recommend tuning, and lead implementation of enhanced digital payment controls.
* Coordinate with Digital Banking and IT to test and deploy system updates impacting fraud detection or account onboarding.
* Develop and maintain metrics, dashboards, and reporting related to fraud volume, resolution time, and portfolio health.
* Provide subject matter expertise for digital banking enhancements, policy updates, and risk prevention initiatives across Zelle, mRDC, OAO, and Bill Pay.
* Lead readiness and training for new or enhanced digital control capabilities, system releases, and process improvements.
* Serve as primary point of contact for internal business partners regarding Zelle, Bill Pay, and other digital payment risk controls and exceptions.
* Support documentation, playbooks, and best practices to standardize digital control processes.
* Promote continuous improvement in digital control performance, accuracy, and customer experience.
* 3-5+ years of experience in banking fraud/risk management, digital banking, or deposit operations, or related risk discipline. Preferred 6+ years in risk/fraud/digital payments experience.
* Hands-on experience with digital payment platforms (Zelle, mRDC, OAO, Bill Pay), designing, tuning, or managing digital fraud rules, alerts, and case management systems.
* Working knowledge of Reg E, BSA/AML, and NACHA rules related to digital payments.
* Demonstrated experience leading cross-functional initiatives or influence-based risk programs.
* Proficiency with Microsoft Office Suite and fraud monitoring/reporting tools (e.g., Verafin, Actimize, or equivalent).
* Familiarity with KYC/CIP verification processes, digital identity tools, and behavioral fraud analytics.
* This role does not perform fraud case investigations or adjudicate customer fraud claims.
* Strong investigative skills, with the ability to interpret data, identify anomalies, and detect emerging patterns.
* Sound judgment in evaluating risk, recommending actions, and escalating appropriately.
* Continuous improvement mindset focused on root cause identification and prevention.
* Clear, concise verbal and written communication skills.
* Ability to translate complex fraud concepts into understandable explanations for non-technical partners.
* Strong collaboration skills with cross-functional teams across Fraud, Compliance, Risk, IT, and Customer Care.
* Critical Thinking – requires logic and reasoning to identify solutions, conclusions, or approaches to problems.
* High attention to detail, accuracy, and accountability.
* Ability to manage time effectively and work independently, without close management.
* Adaptability to evolving fraud trends, systems, and…