Our Fraud Operations team ensures our Merchants receive the best fraud detection and protection in the industry. Whether this involves credit card, debit card, and/or deposit accounts, our operational strategies are aimed at mitigating fraud losses to the Bank and our Merchants. 

As a Fraud Specialist IV within Merchant Services, you will review merchant account activity by navigating through multiple system applications. You will assess, analyze and research on merchant’s processing activities to identify potential fraud and take appropriate action to mitigate losses of both the merchant and the bank. You will also be responsible in making sure that transactions in the Auth and Sale cycle are reviewed and approved to go through within our set SLA.

Job Responsibilities:

Conduct detailed review and analysis of transactional data. Determine appropriate actions based on specialist reviews and case dispositions. Communicate with merchants both verbally and in writing to support case work and address inquiries. Resolve time-sensitive and escalated requests, handling difficult client issues effectively. Explain Merchant Agreement Termination Conditions and provide status updates via phone. Manage risk-initiated account terminations and the placement or release of funds on hold. Handle risk reserve release requests and escalate complex merchant cases as needed. Undertake additional leadership tasks as assigned by senior leadership. Utilize advanced Excel skills for problem-solving, impact quantification, and reporting. Collaborate with and coach team members, and cross-train on other functions. Partner with Risk and Strategy resources on research, automation opportunities, and procedure updates

Required Qualifications, Skills and Capabilities:

Individual contributor role requiring phone work to support departmental needs. Prior experience in fraud case management. Minimum of 2+ years in financial services with complex roles, including customer interaction. Excellent verbal and written communication skills. Strong problem-solving and critical thinking skills with independent judgment. Experience in fast-paced environments with high volume queues. Ability to prioritize work and adapt to shifting workloads. Strong research and analytical skills. Proficient in using multiple computer tools and applications. High accuracy and attention to detail.

Preferred Qualifications, Skills and Capabilities:

Knowledge of fraud business applications, such as Lexis/Nexis and Customer Assist, preferred.

Work Schedule:

Work schedules will vary based on business needs. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends.

 All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.