Sr Fraud Operations Specialist

Happen Bank (formerly Lending Club) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community.

Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

Fraud Operations is where Happen Bank steps in when something's gone wrong — a compromised account, a disputed transaction, a bad actor testing the system. As a Sr Fraud Operations Specialist, you handle the most escalated fraud, dispute, and balance-transfer cases that come through phone and email, working across multiple systems and teams to get members a fast, first-call resolution. You're trusted to make real decisions in the moment, using sound judgment to protect both the member and the bank.

• Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible and setting clear SLA expectations when you can't
• Navigate multiple systems to capture the full picture of a case quickly, unlock accounts, approve applications, and walk members through dispute investigation outcomes
• Spot red flags in real time and escape to the right team, documenting the dispute intake process for balance transfers, DebitIQ/Cleansweep, and other affected products
• Flag emerging fraud trends and high-risk activity to your supervisor, and speak up with recommendations when you spot a gap or weakness
• Capture and track customer complaints accurately, and handle back-office research, resolution, and reporting on fraudulent activity between live interactions
• Support onboarding application reviews and other cross-team requests as they come up, using available tools, including AI-assisted resources, to move through casework faster

• 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus, and a high school diploma or GED or equivalent combination of education and work experience
• You stay organized and detail-oriented while multitasking across multiple systems and large, confidential data sets
• You communicate clearly and confidently in writing and on the phone, including with members, victims, and potential bad actors
• You're proficient in Word, Excel, and the rest of Microsoft Office
• You look for ways AI and smart tools can help you work faster and catch errors before they become problems, and you're comfortable flagging a better way of doing something when you see one
• You're willing to work beyond normal business hours when the situation calls for it

Work Location
Lehi, Utah
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.

Time Zone Requirements
Primarily MT

Compensation

The target base salary range for this position is 23.50/hr the base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package.
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