Fraud Detection Specialist

Job Overview

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

• 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 within a metrics‑driven environment that requires prioritization and multitasking.
• Think critically and exercise independent judgment.
• Follow established policies and procedures to initiate appropriate actions to mitigate risk and protect the bank from financial loss.
• Open cases/claims on all suspicious activity, investigate, and, when needed, escalate.
• Detect various fraud schemes (email compromise, elder abuse, counterfeit checks, ATO, etc.) and recognize red‑flag characteristics.
• Perform defined mitigation steps to reduce financial loss to customers and the bank.
• Complete assigned duties within daily deadlines, both efficiently and with minimal supervision, to meet KPIs and SLAs.

• Detect fraudulent transactions and maintain a minimal error rate in a high‑volume, high‑risk department.
• Perform fraud alert review 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 that demands excellent organizational and interpersonal skills.
• Use strong communication skills to handle complicated or sensitive information for customers and other parties in a timely manner.

• 1 year of general office, back‑office banking, or accounting experience.
• Advanced computer experience required (e.g., MS Word, Outlook, and Excel).
• 1 year in banking operations or contact center experience.
• 1 year of experience in fraud investigations, disputes, and/or fraud exposure.
• Must work well in a team environment, as well as independently.