Fraud Operations Analyst

Mountain America Credit Union•Sandy, UT

1d•Hybrid

About The Position

Support the early detection and resolution of suspicious activity across multiple transaction types to protect members from fraud and financial loss. This foundational role identifies suspicious activity using fraud detection systems, secures accounts and responds to fraud-related inquiries. Analysts work in a fast-paced environment, collaborating with internal teams and escalating cases as needed. The role emphasizes accuracy, member empathy, and a strong commitment to fraud prevention, while building the skills necessary for future advancement in fraud operations.

Requirements

Minimum of 2 years of fraud experience or 3 years experience in banking, financial services, or related industries required
Solid understanding of transaction processes, including checks, ACH, and transfers
Competence with fraud alert systems or digital banking platforms
High school diploma or equivalent required.
Proficient in Windows OS, internet browsers, email platforms, and intermediate-level Microsoft Word and Excel.
Familiarity with fraud case management systems and secure communication protocols.
Understanding of internet security and digital identity verification tools.
Ability to read and interpret procedures, alerts, and fraud indicators.
Strong verbal and written communication skills for member interaction and documentation.
Ability to present findings and recommendations clearly to internal teams.
High attention to detail and accuracy.
Strong sense of urgency and accountability.
Willingness to learn and adapt to new fraud trends and technologies.
Empathy and professionalism when supporting members impacted by fraud.
Critical thinking and problem-solving skills in high-pressure situations.

Responsibilities

Monitor and analyze alerts using multiple fraud detection platforms to identify suspicious activity across all types of transactions.
Take immediate action to restrict accounts, block transactions, and initiate member contact when fraud is suspected.
Thoroughly review affected accounts and adjust restrictions as needed based on review of alert activity.
Serve as a subject matter expert for fraud-related inquiries from branches, service teams, and members, providing clear guidance and resolution support.
Educate members on evolving fraud tactics, digital hygiene, and account protection best practices.
Respond to inbound calls from branches, service teams, and members, providing clear and empathetic support for fraud-related concerns.
Troubleshoot issues related to blocked transactions caused by fraud rules and ensure timely resolution.
Maintain accurate and detailed records of fraud-related activities, including alert outcomes and member interactions.
Assist in preparing reports on fraud incidents and resolution outcomes for internal tracking and compliance.
Collaborate with Fraud Data Analysts to communicate findings, trends, and anomalies in card fraud activity.
Share insights and feedback to improve fraud detection strategies and alert system performance.
Comply with all applicable regulations, including the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E, and others relevant to fraud operations.
Participate in team huddles, training sessions, and continuous learning opportunities to stay informed on emerging fraud tactics.
Uphold Mountain America’s mission, vision, and values by delivering responsive, member-focused fraud support and resolution.
Perform other duties as assigned.