Fraud Investigator I

Responsibilities

• Conduct investigations into suspected fraud involving debit cards, deposits, checks, ACH, wires, online banking, and other channels
• Review account activity, transaction patterns, and supporting documentation to assess the validity of fraud claims
• Gather and evaluate evidence from customers, internal systems, external institutions, and third‑party sources
• Contact customers as needed to obtain information, clarify transactions, and obtain supporting documents
• Document all case activity, findings, and determinations accurately and within required time frames using the fraud management system
• Prepare and submit required reports (e.g., IC3) in accordance with internal guidelines
• Prepare Letters of Indemnity (LOI), Hold Harmless Letters (HHL), and other fraud‑related correspondence; follow up with external institutions as necessary
• Ensure all investigative actions comply with bank policies, regulatory requirements, and applicable frameworks (e.g., Regulation E, NACHA, BSA/AML, card network rules)
• Communicate with customers to gather facts, confirm activity, and support case resolution
• Provide ongoing communication and support throughout the investigation process
• Deliver professional and empathetic service, particularly when customers have experienced financial loss
• Explain investigation outcomes, including approvals and denials, in a clear and supportive manner
• Educate customers on fraud prevention and account security best practices
• Partner with internal teams (e.g., Fraud Agents, Online Banking, Card Services, Deposit Operations, Branch Leadership) to support investigations and resolutions
• Coordinate with Legal, Corporate Security, and Compliance on cases involving law enforcement, subpoenas, or regulatory matters
• Escalate high‑risk, complex, or emerging fraud trends to leadership
• Share insights to help improve fraud prevention strategies and customer experience
• Maintain accurate, complete, and compliant case records aligned with regulatory and internal requirements
• Ensure adherence to all operational procedures and regulatory requirements
• Manage a high volume of cases while maintaining accuracy and attention to detail
• Balance investigative work with customer communication (inbound and outbound)
• Complete investigations within required timelines
• Produce well‑supported, defensible decisions aligned with policy and evidence
• Maintain clear, audit‑ready documentation
• Identify and pursue recovery opportunities when applicable
• Participate in all required compliance training, including Bank Secrecy Act/anti‑money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

• High school diploma or equivalent
• Minimum of 3+ years of experience in banking, financial services, fraud investigations, risk, disputes, customer service or a related field
• Strong analytical and investigative skills with the ability to recognize suspicious activity and inconsistencies
• High attention to detail and accuracy in alert review and documentation
• Excellent communication skills with the ability to engage customers professionally and empathetically
• Sound judgment and decision‑making in routine to moderately complex situations
• Ability to manage multiple priorities and maintain productivity in a fast‑paced environment
• Proficiency with fraud platforms, case management systems, and Microsoft Office
• Working knowledge of applicable regulations, including:
  Regulation E, NACHA rules, Regulation CC, BSA/AML/OFAC requirements, UCC, Elder Financial Exploitation

Demonstrates strong analytical and investigative skills to assess fraud claims and ensure compliance with banking regulations. Proficient in managing case documentation and customer communication while maintaining high attention to detail and accuracy.

• Fraud Investigations
• Regulation E Compliance
• BSA/AML Knowledge
• Case Management Systems
• Customer Communication

• Fraud Analysis
• Investigative Techniques
• Alert Review
• Documentation Accuracy Decision‑Making
• Regulatory Compliance
• Fraud Platforms Proficiency
• Microsoft Office
• Transaction Pattern Analysis
• Evidence Evaluation

• Excellent Communication
• Empathy
• Attention to Detail
• Sound Judgment
• Time Management

• Banking
• Financial Services
• Risk Management
• Disputes
• Customer Service
• NACHA Rules
• Elder Financial Exploitation
• UCC
• Fraud Prevention
• Operational Procedures