Fraud Detection Specialist

A Fraud Detection Specialist level I will review alerts and transactions flagged as potentially fraudulent or out of pattern based on the client’s normal activity. Alerts and/or transactions may consist of various payment types, and colleagues in this department are tasked with reviewing and verifying these alerted transactions via outbound and/or inbound calls, in addition to initiating dispute claims. The role plays a key part in preventing losses to the client and its customers.

The position requires banking operations and/or contact center knowledge, as well as a general knowledge of fraud identification and prevention.

• Demonstrate resiliency and adaptability in a fast‑paced contact center environment
• Review fraud alerts and internal notifications to identify fraudulent or suspicious activity
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Demonstrate personal excellence, including punctuality, integrity, and accountability
• Operate effectively in a metrics‑driven environment requiring the ability to prioritize and multitask
• Think critically and exercise independent judgement
• Initiate appropriate action steps to mitigate risk and protect the bank from financial loss, following established policies and procedures
• Open cases/claims on all suspicious activity, investigate appropriately, and elevate when needed
• Detect various fraud schemes (email compromise, elder abuse, counterfeit checks, ATO, etc.) and recognize red‑flag characteristics; perform additional duties as assigned
• Perform defined mitigation steps to reduce financial loss to customers and the bank
• Complete assigned duties within daily deadlines, both efficiently and timely, with minimal supervision to meet KPIs and SLAs

• Detect fraudulent transactions and maintain a minimal error rate in a high‑volume, high‑risk (large dollar) department
• Review fraud alert activities by following standard scripts and procedures
• Review/decide alerts in the Fraud application and work independently while applying operating guidelines to make informed decisions
• Consult with senior peers and team leads on moderate to complex issues to learn through experience
• Work in a fast‑paced environment demanding excellent organizational and interpersonal skills
• Exercise strong communication skills to handle complicated or sensitive information for customers and external parties in a timely manner

• Resiliency and adaptability in a fast‑paced contact center environment
• Good judgment and logical problem‑solving skills for appropriate customer outcomes
• Personal excellence, punctuality, integrity, and accountability
• Metrics‑driven mindset with the ability to prioritize and multitask
• Independent judgement and critical thinking
• Ability to complete tasks within daily deadlines, efficiently and minimally supervised, meeting KPIs and SLAs
• Strong communication skills and ability to work well in a team environment, as well as independently

• One year of general office, back‑office banking, or accounting experience
• Advanced computer skills, including MS Word, Outlook, and Excel
• One year of banking operations or contact center experience
• One year of experience in fraud investigations, disputes, and/or fraud exposure