Digital Fraud Specialist

Mercantile Bank•Grand Rapids, MI

1d•Onsite

About The Position

Join Mercantile Bank as a Full-Time Digital Fraud Specialist in Grand Rapids, Michigan at our Park East location, where your expertise will drive innovation in combating fraud in the banking sector. This role offers the unique opportunity to work onsite in a dynamic environment where collaboration and problem-solving are key. You will play a crucial role in enhancing customer-centric security measures while working alongside a high-performing and energetic team. At Mercantile Bank, your contributions will directly impact our commitment to excellence and integrity, ensuring our clients feel safe and valued. You will have the chance to leverage cutting-edge technology in a forward-thinking atmosphere, fostering both your professional growth and our mission to maintain trust in digital banking. As a team member you'll be able to enjoy benefits such as Medical, Dental, Vision, 401(k), Life Insurance, Health Savings Account, Flexible Spending Account, Competitive Salary, Paid Time Off, and Employee Discounts. Embrace this exciting opportunity to be part of a team that truly values inclusivity and innovation in every project we undertake. Mercantile Bank: Our Mission Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do. As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class medical benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities. Your day to day as a Digital Fraud Specialist As a Digital Fraud Specialist at Mercantile Bank, you will be at the forefront of combating the escalating threats of digital fraud, including payments fraud, social engineering, phishing, business email compromise, online account takeover, and new account fraud. This pivotal role involves researching, responding to, and recovering from various fraud incidents while supporting both internal teams and our valued customers. You will serve as the primary contact for assessing and investigating suspected fraud cases, logging and tracking transactions to ensure effective resolutions. Utilizing advanced tools, you will monitor user activity to identify fraud patterns and collaborate with business units to enhance security controls. Additionally, you will engage in continuous learning, staying updated on emerging fraud trends and compliance rules, while reporting on fraud volumes and recovery outcomes to bolster our digital banking security. Your expertise will play a crucial role in safeguarding our customers and maintaining the integrity of Mercantile Bank's operations. What we're looking for in a Digital Fraud Specialist To excel as a Digital Fraud Specialist at Mercantile Bank, candidates should possess a blend of technical expertise and strong interpersonal skills. A background of 1-3 years in customer support or a related digital services role is essential. Familiarity with digital banking platforms, content management systems, and customer relationship management systems is crucial, along with proficiency in customer support software. Excellent communication skills, both written and verbal, enable you to convey technical concepts to non-technical stakeholders effectively. The ability to remain calm under pressure while exercising exceptional problem-solving skills is vital. Strong organizational abilities and attention to detail are necessary for managing multiple tasks efficiently. A bachelor's degree or formal certifications in relevant fields is required, with preference given to candidates with hands-on experience in digital payment systems and an understanding of cybercrime trends. Critical thinking and adaptability are also key to navigating the evolving landscape of digital fraud prevention and recovery.

Requirements

1-3 years in customer support or a related digital services role is essential.
Familiarity with digital banking platforms, content management systems, and customer relationship management systems is crucial, along with proficiency in customer support software.
Excellent communication skills, both written and verbal, enable you to convey technical concepts to non-technical stakeholders effectively.
The ability to remain calm under pressure while exercising exceptional problem-solving skills is vital.
Strong organizational abilities and attention to detail are necessary for managing multiple tasks efficiently.
A bachelor's degree or formal certifications in relevant fields is required

Nice To Haves

Hands-on experience with digital payment systems (ACH, wire transfers, card networks, Q2 systems)
Exposure to cybercrime trends such as phishing, account takeover, synthetic identity fraud
Strong analytical and problem-solving abilities
Excellent attention to detail
Ability to communicate complex findings clearly to non-technical stakeholders
Critical thinking and adaptability in fast-changing fraud landscapes

Responsibilities

Researching, responding to, and recovering from various fraud incidents while supporting both internal teams and our valued customers.
Serve as the primary contact for assessing and investigating suspected fraud cases, logging and tracking transactions to ensure effective resolutions.
Utilizing advanced tools, you will monitor user activity to identify fraud patterns and collaborate with business units to enhance security controls.
Engage in continuous learning, staying updated on emerging fraud trends and compliance rules, while reporting on fraud volumes and recovery outcomes to bolster our digital banking security.