Fraud Agent I

Overview

Fraud Agent I is responsible for reviewing Verafin alerts and analyzing potentially suspicious activity across multiple banking channels to determine whether there is confirmed or suspected fraud, ensuring timely and accurate alert dispositioning. Based on this assessment, the role assigns cases to Fraud Investigators for further review and resolution while also investigating routine fraud alerts as needed. The Fraud Agent I takes immediate action to protect customers—who may be victims or suspected of fraud—by initiating preventative measures, supporting real-time fraud mitigation, and escalating concerns as appropriate, all while delivering a positive customer experience.

This role applies strong analytical and decision-making skills to assess risk, ensure consistent and compliant handling, support effective case management, and maintain operational efficiency. Additionally, all actions and findings are thoroughly documented and reported, contributing to a high level of customer protection within Fraud Operations. This position is available in Greenville, SC and Blairsville, GA.

• Fraud Monitoring & Detection
  • Review and work fraud alerts generated in Verafin, assessing risk and determining appropriate next steps.
  • Create and assign cases within the Verafin platform, ensuring all investigative actions, decisions, and documentation are completed accurately.
  • Review high-risk mobile deposits in Ensenta to validate deposit legitimacy and identify red flags.
  • Review ATM deposits for potential fraud indicators and act in accordance with bank procedures.
  • Conduct Early Warning System (EWS) reviews as part of alert handling or account assessments.
  • Identify suspicious or unusual account activity and escalate complex or high-priority cases to the Fraud Agent Team Lead or Fraud Operations leadership.
• Customer Interaction
  • Make outbound calls to customers to verify activity, gather information, or inform them of potential account compromise.
  • Handle inbound return calls from customers, branches or the Contact Center, communicating with internal staff regarding previously opened cases involving suspected fraud or high-risk customer concerns.
  • Provide clear, empathetic communication when speaking with customers, impacted by fraud, guiding them through necessary steps and setting expectations.
  • Balance alert resolution with inbound and outbound customer interactions while maintaining service and risk standards.
  • Deliver timely updates and next steps to customers as investigations progress or immediate decisions are required.
• Customer Protection & Account Security
  • Perform immediate protective actions for customers impacted by fraud, including but not limited to:
  • Disabling online banking access.
  • Restricting or freezing accounts.
  • Placing holds on checks.
  • Document all protective measures taken and ensure proper follow-through according to bank policy.
  • Educate customers on security best practices, fraud prevention measures, and tools available through the bank to reduce future risk.
• Collaboration
  • Work with the Fraud Agent Team Lead to seize urgent, high-risk, or large dollar fraud events.
  • Partner with internal departments—including Branch Banking, Online Banking, Card Services, Deposit Operations, and the Contact Center—to gather information, resolve customer concerns, and support investigations.
  • Provide timely communication regarding unusual or suspicious activity observed in alerts.
• Compliance
  • Ensure all actions taken are compliant with internal policies, regulatory requirements, and industry best practices.
  • Maintain thorough, accurate records of investigations, customer interactions, and account restrictions within Verafin and other internal systems.
• Performance Expectations
  • Ability to manage a high volume of fraud alerts and customer interactions while maintaining accuracy, attention to detail, and service standards.
  • Timely review, prioritization, and disposition of alerts in accordance with SLAs, including effective queue management to prevent backlog and meet aging thresholds.
  • Strong judgment in assessing risk, applying policies and procedures, and identifying and escalating complex, high-risk, or unusual activity.
  • Effect…