Fraud Agent II

Overview

Fraud Agent II is responsible for handling more complex and higher-risk fraud alerts across multiple banking channels, including alerts related to both consumer and commercial customers, while supporting real-time fraud prevention and customer protection efforts. This role performs advanced alert review, prioritizes time-sensitive and high-risk activity, and engages customers through inbound and outbound communication to mitigate potential losses. With an understanding of the unique risk profiles and transaction behaviors associated with commercial accounts, Fraud Agent II evaluates more sophisticated fraud scenarios and applies enhanced scrutiny when reviewing business-related activity.

Serving as a key resource within Fraud Operations, the Fraud Agent II applies strong analytical and decision-making skills to assess risk, support escalations, and provide guidance to junior team members, while contributing to the identification of emerging fraud trends and ensuring consistent, accurate, and compliant handling of fraud alerts and customer interactions.

What You’ll Do

• Fraud Monitoring & Detection
  • Review and work complex fraud alerts generated in Verafin, assessing risk, prioritizing alerts and determining appropriate next steps.
  • Create and assign cases within the Verafin platform to fraud investigators for review and resolution, ensuring all decisions and documentation are completed accurately.
  • Conduct timely review and escalation of Q2 Sentinel and Patrol alerts to ensure rapid identification, investigation, and mitigation of potential fraud risks.
  • 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 investigations or account assessments to identify elevated risk factors or account misuse.
  • Identify patterns, anomalies, or trends in alert activity and elevate systemic or emerging risks to the Fraud Agent Team Lead or Fraud Operations leadership.
• Customer Interaction
  • Make outbound calls to customers to verify activity, gather information, or mitigate potential fraud losses in real time.
  • 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.
  • Deliver timely updates and next steps to customers as investigations progress or immediate decisions are required.
  • Balance customer interaction with alert resolution, ensuring both service and risk mitigation objectives are met.
• 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
  • Evaluate the appropriateness of protective measures based on risk level and customer impact
  • 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, particularly following high-risk or attempted fraud events.
• Collaboration
  • Serve as a resource for Fraud Agent I team members by providing guidance on alert handling, decision-making, and escalation pathways
  • Work with the Fraud Agent Team Lead to elevate urgent, high‑risk, or large dollar fraud events.
  • Partner with internal departments—such as Branch Banking, Online Banking, Card Services, Deposit Operations, and the…