Payments Fraud Analyst

SUMMARY

The Payment Fraud Analyst is responsible for reviewing and analyzing suspicious activity related to wire, ACH, check, and online banking transactions. This position works directly with alerts and cases generated by the bank's fraud detection systems and uses sound judgment and investigative skills to determine whether transactions are authorized or potentially fraudulent. The analyst plays a key role in identifying fraud trends, mitigating risk, and protecting both the bank and its customers from financial loss.

• Reviews and verifies suspicious account activity by contacting customers directly or coordinating with designated banking centers.
• Monitors and analyzes wires, ACH, checks, and debit card transactions to detect and prevent fraudulent activity.
• Conducts timely investigations into suspected or confirmed fraudulent transactions, ensuring thorough case review and resolution.
• Prepares and submits accurate documentation and reports related to suspicious activity, elder abuse, and potential financial losses to appropriate departments.
• Communicates findings clearly and professionally to internal teams and law enforcement, supporting fraud mitigation efforts.
• Manages incoming communications regarding fraud from internal and external sources, including customers, banking centers, and law enforcement, ensuring resolution within established service-level agreements.
• Completes and submits required documentation such as SAIRs and elder abuse reports to the Department Manager for review.
• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree (B.

A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence and document case notes for memorialization and future reference. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

To perform this job successfully, an individual should have knowledge of Microsoft Access Database software;
Internet Explorer Internet software;
Verafin, Sentinel, and Microsoft Office Suite of Products Spreadsheet software.

None required

• Ability to interpret complex data and transaction patterns to identify fraud indicators and trends.
• Maintains accuracy in documentation, reporting, and investigative reviews, even when managing multiple cases simultaneously.
• Exercises discretion and informed decision‑making when handling sensitive or high‑risk fraud cases.
• Responds professionally and empathetically to customer inquiries, especially in emotionally charged or high‑stress situations.
• Clearly conveys findings and case details to internal teams, law enforcement, and external stakeholders, both verbally and in writing.
• Works effectively across departments and with external partners,…