Fraud Response Specialist I

Mercantile Bank•Grand Rapids, MI

12d•Hybrid

About The Position

The Fraud Response Specialist I is a primary point of contact for customers and Relationship Managers when suspected or confirmed fraud affects Mercantile Bank accounts, products, services, or payment channels. The specialist manages routine to moderately complex consumer fraud cases from intake through closure, follows established procedures, and escalates higher-risk, unusual, commercial, legal, regulatory, or sensitive matters. The position involves reviewing case intakes and open matters, prioritizing based on time sensitivity and customer impact, gathering and evaluating relevant account, transaction, communication, and supporting documentation, and coordinating authorized containment and service-restoration actions. The specialist identifies reasonable recovery opportunities, coordinates affidavits or indemnities and interbank communications as needed, recommends practical safeguards, and maintains complete, timely, objective, chronological case records. They provide clear, professional updates without promising reimbursement or outcomes before authorization. The role is based at the Park East office. After training, the employee may work from home one to two days per week.

Requirements

High school diploma or GED.
1–3 years of customer support experience or similar experience, plus 2–4 years in banking, customer service, or operations (such as branch, deposits, fraud operations, Digital Banking, Treasury support, Loss Prevention, or comparable work).
Excellent written and verbal communication skills.
Strong organization and attention to detail.
Ability to work independently and collaboratively.
Ability to complete Bank and departmental training.

Nice To Haves

Technical aptitude with digital services.
Experience with Word and Excel.
Associate or bachelor’s degree.
Dispute, fraud, payment, or service-restoration experience.

Responsibilities

Serve as a primary point of contact for customers and Relationship Managers when suspected or confirmed fraud affects bank accounts, products, services, or payment channels.
Manage routine to moderately complex consumer fraud matters from intake through closure, following established procedures and escalating higher-risk, unusual, commercial, legal, regulatory, or sensitive situations.
Gather and evaluate account, transaction, communication, and supporting documentation.
Coordinate authorized containment and service-restoration actions, such as restrictions, credential changes, stop payments, holds, returns or recalls, alerts, and replacement accounts.
Identify reasonable recovery opportunities and coordinate required affidavits or indemnities and interbank communications.
Recommend practical safeguards.
Maintain complete, timely, objective, chronological case records.
Provide clear, professional status updates without promising reimbursement or outcomes before authorization.
Review new intakes and open cases, prioritize based on time sensitivity and customer impact, clarify information needed, and set expectations for next steps.
Track progress across multiple matters, record updates, route questions to appropriate teams, and participate in check-ins and huddles to surface trends and improvement opportunities.