Fraud Operations Specialist

Glacier Bancorp, Inc.•Boise, ID

About The Position

Love Where You Work! At Mountain West Bank, our employees love where they work! Our employees describe our culture as one that promotes having fun at work and being one big happy family. We take every opportunity we can to recognize and appreciate our employees, not only on designated days, but all throughout the year. We love investing in our employees whether it be in the form of our generous 401(k) contributions to our robust training programs. We also love volunteering in our communities and love delivering the unexpected not only to each other but to our customers and the community. Love Where You Live! We love where we live, and we try to make our communities a little better, both individually and as a team. We strongly encourage all our employees to give back to the community in which they live and we even pay them to do so. Do you have a desire to make your city a better place to live? We just might be able to help you do it. A Strong Foundation Mountain West Bank operates exclusively in the state of Idaho serving Bonners Ferry, Ponderay, Sandpoint, Coeur d’Alene, Post Falls, Hayden, Boise, Meridian, Eagle, Nampa, Hailey and Ketchum. We are one of 17 division banks under the Glacier Bancorp umbrella. Glacier Bancorp, Inc. is a community banking organization with assets greater than $29 billion, operating in banking offices across eight western states: Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona, Nevada, and Texas. Since 2015 we have been recognized as one of America’s Best Banks, America’s Best-In-State-Companies (top holding company), one of America’s Best Employers By State, one of America’s Most Trusted Companies and one of the World’s Best Banks, according to Forbes Best Banks lists. Ready to LOVE WHERE YOU WORK? Mountain West Bank is seeking a Fraud Operations Specialist. The Fraud Operations Specialist is responsible for detecting, investigating, and preventing fraudulent activity across bank products and services, including deposit accounts, electronic payments, debit/credit cards, and online banking channels. This role plays a critical part in protecting customers, limiting financial losses, and ensuring compliance with banking regulations and internal risk management standards. This position reports to the Deposit Operations Manager. Career growth includes multiple roles in Operations and Treasury Management departments. This is a full-time, hourly position that may operate out of Sandpoint, Coeur d'Alene, Boise or Meridian. Rate of pay depends on experience.

Requirements

High school diploma or equivalent
Minimum three years of experience in banking, fraud operations, or a combination of both
Working knowledge of retail banking products and payment methods
Strong analytical, investigative, and decision‑making skills
Ability to manage multiple cases while meeting regulatory deadlines
Strong written and verbal communication skills
Demonstrated integrity and ability to handle sensitive customer and financial data
Proficiency in Microsoft Office Programs (Outlook, Excel, Word, PowerPoint) and general office equipment

Nice To Haves

Experience handling consumer fraud claims under Regulation E and business account fraud under applicable banking rules
Familiarity with ACH, wire transfers, debit card processing, and online banking fraud
TechXpert Certification
Risk awareness and sound judgment
Attention to detail and documentation accuracy
Customer advocacy balanced with risk controls
Strong collaboration in cross‑functional environments
Commitment to ethical banking practices and compliance
Knowledge of Mountain West Bank’s products, services, and procedures

Responsibilities

Monitor and analyze account activity through various reports across banking products (e.g., checking, savings, debit cards, ACH, wires, online banking)
Ensure all fraud cases are reported to Corporate Fraud by completing the fraud eForm
Investigate suspected fraud, scams, identity theft, and account takeover using internal systems, transactional data, and customer interactions
Take timely and appropriate action on confirmed fraud, including placing account restrictions, issuing credits or provisional credits as applicable, and documenting investigations
Handle consumer and business fraud claims in accordance with regulatory timelines and bank policies (e.g., Reg E, Reg CC, Reg Z, NACHA rules)
Complete and track late claims and hold harmless requests to support timely and accurate recovery efforts for impacted accounts
Report operational losses by completing the Risk Event Reporting Form
Prepare thorough, accurate documentation and case notes to support audits, regulatory exams, and law enforcement requests
Work closely with Branch Operations, Call Center, Digital Banking, and Corporate Fraud teams to resolve fraud cases and support customers
Communicate professionally with customers and law enforcement agencies regarding fraud investigations, account impacts, and next steps
Support fraud loss tracking, reporting, and root cause analysis
Maintain strict confidentiality of customer information and comply with all bank security and data protection requirements
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Regular and predictable attendance is an essential function of this job.
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties both related and unrelated to the above may be assigned, and therefore, required.