Fraud Response Specialist I

Mercantile Bank•Grand Rapids, MI

13d•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 matters from intake through closure, follows established procedures, and escalates higher-risk, unusual, commercial, legal, regulatory, or sensitive situations. The role involves gathering and evaluating account, transaction, communication, and supporting documentation; coordinating authorized containment and service-restoration actions; identifying reasonable recovery opportunities; and coordinating affidavits, indemnities, and interbank communications when needed. The specialist recommends practical safeguards, maintains complete and timely chronological case records, and provides clear, professional status updates without promising reimbursement or outcomes before authorization. The position is based at the Park East office. After training, employees may work from home 1–2 days per week. A typical day includes reviewing new intakes and open cases, prioritizing based on time sensitivity and customer impact, communicating with customers and internal partners, tracking multiple cases, documenting updates, and routing complex questions to the appropriate teams.

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.
Proficiency with Word and Excel.
Associate or bachelor’s degree.
Experience with disputes, fraud, payments, or service restoration.

Responsibilities

Serve as a primary point of contact for customers and Relationship Managers regarding suspected or confirmed fraud affecting 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, including restrictions, credential changes, stop payments, holds, returns or recalls, alerts, and replacement accounts.
Identify reasonable recovery opportunities and coordinate required affidavits, 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, prioritizing them according to time sensitivity and customer impact.
Communicate with customers and internal partners to clarify events, confirm needed information, and set expectations for next steps.
Track progress across multiple matters, record updates, and route questions to the appropriate teams as complexity increases.
Participate in scheduled check-ins, follow-ups, and brief huddles to surface trends and improvement opportunities.