Fraud Agent 1

Overview

Fraud Agent I is responsible for reviewing Verafin alerts and analyzing potentially suspicious activity across multiple banking channels to determine whether there is confirmed or suspected fraud, ensuring timely and accurate alert dispositioning. Based on this assessment, the role assigns cases to Fraud Investigators for further review and resolution while also investigating routine fraud alerts as needed. The Fraud Agent I takes immediate action to protect customers—who may be victims or suspected of fraud—by initiating preventative measures, supporting real-time fraud mitigation, and escalating concerns as appropriate, all while delivering a positive customer experience. This role applies strong analytical and decision-making skills to assess risk, ensure consistent and compliant handling, support effective case management, and maintain operational efficiency. Additionally, all actions and findings are thoroughly documented and reported, contributing to a high level of customer protection within Fraud Operations.

What You’ll Do

• Fraud Monitoring & Detection
  • Review and work fraud alerts generated in Verafin, assessing risk and determining appropriate next steps.
  • Create and assign cases within the Verafin platform, ensuring all investigative actions, decisions, and documentation are completed accurately.
  • Review high-risk mobile deposits in Ensenta to validate deposit legitimacy and identify red flags.
  • Review ATM deposits for potential fraud indicators and act in accordance with bank procedures.
  • Conduct Early Warning System (EWS) reviews as part of alert handling or account assessments.
  • Identify suspicious or unusual account activity and escalate complex or high-priority cases to the Fraud Agent Team Lead or Fraud Operations leadership.
• Customer Interaction
  • Make outbound calls to customers to verify activity, gather information, or inform them of potential account compromise.
  • Handle inbound return calls from customers, branches or the Contact Center, communicating with internal staff regarding previously opened cases involving suspected fraud or high-risk customer concerns.
  • Provide clear, empathetic communication when speaking with customers, impacted by fraud, guiding them through necessary steps and setting expectations.
  • Balance alert resolution with inbound and outbound customer interactions while maintaining service and risk standards
  • Deliver timely updates and next steps to customers as investigations progress or immediate decisions are required.
• Customer Protection & Account Security
  • Perform immediate protective actions for customers impacted by fraud, including but not limited to:
  • Disabling online banking access
  • Restricting or freezing accounts
  • Placing holds on checks
  • Document all protective measures taken and ensure proper follow-through according to bank policy.
  • Educate customers on security best practices, fraud prevention measures, and tools available through the bank to reduce future risk.
• Collaboration
  • Work with the Fraud Agent Team Lead to escalate urgent, high‑risk, or large dollar fraud events.
  • Partner with internal departments—such as Branch Banking, Online Banking, Card Services, Deposit Operations, and the Contact Center—to gather information, resolve customer concerns, and support investigations.
  • Provide timely communication regarding unusual or suspicious activity observed in alerts.
• Compliance
  • Ensure all actions taken are compliant with internal policies, regulatory requirements, and industry best practices.
  • Maintain thorough, accurate records of investigations, customer interactions, and account restrictions within Verafin and other internal systems.
• Performance Expectations
  • Ability to manage a high volume of fraud alerts and customer interactions while maintaining accuracy, attention to detail, and service standards.
  • Timely review, prioritization, and disposition of alerts in accordance with SLAs, including effective queue management to prevent backlog and meet aging thresholds.
  • Strong judgment in assessing risk, applying policies and procedures, and identifying and escalating complex, high-risk, or unusual activity.
  • Effective handling of inbound and outbound customer calls with professionalism, empathy, and clear communication.
  • Accurate and thorough documentation of alert activity, customer interactions, and account actions.
  • Ability to balance alert resolution with real-time customer interaction without compromising quality or efficiency.
  • Adherence to all regulatory requirements and internal procedures.
  • Contribution to a positive team environment through collaboration and communication.
• Compliance Training:  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.
• Other Duties:  This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Requirements For Success

• High school diploma or equivalent.
• Minimum of 2 years of experience in banking, financial services, fraud investigations, disputes, risk, customer service, or related field.
• Equivalent internal experience (e.g., dispute resolution, contact center, or fraud operations) may be considered
• Required Skills:
  • Strong analytical and investigative skills, with the ability to identify patterns, anomalies, and higher-risk activity.
  • High attention to detail and accuracy in complex alert review and documentation.
  • Excellent communication skills, including handling escalated or sensitive customer interactions.
  • Strong judgment and decision-making skills in moderately complex to complex situations.
  • Ability to prioritize and manage high-risk, time-sensitive alerts effectively.
  • Advanced proficiency with fraud platforms, case management systems, and Microsoft Office applications.
  • Advanced working knowledge of applicable regulations, including:
  • Regulation E
  • NACHA rules
  • Regulation CC
  • Card network rules
  • BSA/AML/OFAC requirements
  • UCC
  • Elder Financial Abuse
• Preferred Skills:
  • Experience with Verafin, Ensenta, EWS, or similar fraud platforms.
  • Familiarity with ServiceNow or other case management systems.
  • Working knowledge of core banking platforms and systems such as Director, Wires, ACH, Debit Cards, Online Banking, and Research/Returns.
  • Prior experience handling disputes, fraud cases, alerts, or customer account servicing is preferred

Conditions of Employment

• Must be able to pass a criminal background & credit check

• This is a full-time, non-remote position that requires schedule flexibility to work evenings and weekends as needed.

FLSA Status: Non-Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

USD $34,102.00 - USD $49,382.00 /Yr.

Compensation: 34102 to N/A (USD)