Fraud Agent II

Fraud Agent II is responsible for handling more complex and higher-risk fraud alerts across multiple banking channels, including alerts related to both consumer and commercial customers, while supporting real-time fraud prevention and customer protection efforts. This role performs advanced alert review, prioritizes time-sensitive and high-risk activity, and engages customers through inbound and outbound communication to mitigate potential losses. With an understanding of the unique risk profiles and transaction behaviors associated with commercial accounts, Fraud Agent II evaluates more sophisticated fraud scenarios and applies enhanced scrutiny when reviewing business-related activity. Serving as a key resource within Fraud Operations, the Fraud Agent II applies strong analytical and decision-making skills to assess risk, support escalations, and provide guidance to junior team members, while contributing to the identification of emerging fraud trends and ensuring consistent, accurate, and compliant handling of fraud alerts and customer interactions.

• Fraud Monitoring & Detection
  • Review and work complex fraud alerts generated in Verafin, assessing risk, prioritizing alerts and determining appropriate next steps.
  • Create and assign cases within the Verafin platform to fraud investigators for review and resolution, ensuring all decisions and documentation are completed accurately.
  • Conduct timely review and escalation of Q2 Sentinel and Patrol alerts to ensure rapid identification, investigation, and mitigation of potential fraud risks.
  • 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 investigations or account assessments to identify elevated risk factors or account misuse.
  • Identify patterns, anomalies, or trends in alert activity and escalate systemic or emerging risks to the Fraud Agent Team Lead or Fraud Operations leadership.
• Customer Interaction
  • Make outbound calls to customers to verify activity, gather information, or mitigate potential fraud losses in real time.
  • 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.
  • Deliver timely updates and next steps to customers as investigations progress or immediate decisions are required.
  • Balance customer interaction with alert resolution, ensuring both service and risk mitigation objectives are met.
• 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
  • Evaluate the appropriateness of protective measures based on risk level and customer impact
  • 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, particularly following high-risk or attempted fraud events.
• Collaboration
  • Serve as a resource for Fraud Agent I team members by providing guidance on alert handling, decision-making, and escalation pathways
  • 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 observed fraud trends, emerging risks, or process gaps to leadership and support continuous improvement efforts. 
• 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.
  • Apply strong knowledge of applicable regulations when making decisions, particularly in more complex or ambiguous situations.
• Performance Expectations
  • Ability to manage a high volume of complex and high-risk fraud alerts while maintaining accuracy and attention to detail.
  • Timely review, prioritization, and disposition of alerts in accordance with established service level agreements (SLAs), with a focus on real-time response to high-risk activity.
  • Demonstrated ability to effectively prioritize and triage alerts based on risk level, urgency, and potential customer or bank impact.
  • Strong, independent decision-making in moderately complex to complex situations, with appropriate use of escalation channels.
  • Effective handling of inbound and outbound customer interactions, including escalated or sensitive situations, while maintaining professionalism and empathy.
  • Accurate, thorough, and audit-ready documentation of alert activity, customer interactions, and account actions with minimal rework required.
  • Proactive identification of patterns, anomalies, or emerging fraud trends, with timely communication to leadership.
  • Ability to support escalation handling and provide guidance to Fraud Agent I team members.
  • Maintenance of assigned alert queues to prevent backlog and ensure adherence to aging thresholds.
  • Consistent adherence to regulatory requirements, internal policies, and risk management standards.
  • Contribution to process improvement efforts, including identification of control gaps or efficiency opportunities.
• 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.

• High school diploma or equivalent.
• Minimum of 3+ years of experience in banking, financial services, fraud investigations, risk, or related field.
• 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 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.

• 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

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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.