Operations Fraud Supervisor

Burke & Herbert Bank & Trust•Preston, MD

16h•Onsite

About The Position

The Operations Fraud Supervisor is responsible for the daily supervision, performance, and development of Fraud Analysts who monitor and investigate potentially fraudulent activity across ACH, wire transfers, Zelle, online banking, and check processing. The position manages workflow and service levels, provides escalation and quality oversight, and ensures investigations and loss-mitigation actions are timely, consistent, well documented, and compliant with applicable laws, regulations, network rules, risk thresholds, and Bank procedures. The role also maintains effective controls, identifies emerging fraud trends, and partners with internal stakeholders to reduce fraud exposure and customer impact. This position reports to the Deposit Operations Manager and has supervisory responsibilities. It operates in an office setting; telework is not available. Limited local travel may be required.

Requirements

High school diploma or equivalent required.
At least five years of banking, fraud, deposit operations, payments, or related investigative experience.
At least three years of direct fraud investigation, fraud operations, or transaction-monitoring experience.
Prior supervisory, team-lead, workflow-management, or comparable leadership experience required.
Demonstrated experience independently resolving complex fraud cases, applying risk-based judgment, performing quality review, and documenting defensible decisions.
Experience with ACH, wire, check, Zelle, online-banking, or deposit-account fraud.
Strong supervisory and leadership skills, including employee coaching, performance management, workload coordination, and accountability.
Advanced analytical and investigative skills, including the ability to evaluate complex activity, connect related indicators, and make timely risk-based decisions.
Advanced working knowledge of ACH, wire transfers, Zelle, online banking, and check processing, including relevant operating and network requirements.
Ability to apply sound judgment within delegated authority and escalate matters based on customer impact, financial exposure, regulatory risk, and urgency.
Strong quality-assurance, internal-control, documentation, organizational, and case-management skills.
Ability to interpret data, identify trends, prepare management reporting, and translate findings into practical control or process improvements.
Strong written and verbal communication skills.
Proficiency with core banking and fraud-monitoring systems, including SilverLake, and Microsoft Office applications.
Ability to perform duties involving manual dexterity, lifting files, opening cabinets, bending, stooping, or standing as necessary.

Nice To Haves

Associate’s or bachelor’s degree in business, finance, criminal justice, or a related field.
Direct employee-supervision experience.
Relevant fraud, payments, or financial-crime certification.

Responsibilities

Supervise Fraud Analysts by assigning work, monitoring performance, providing coaching, conducting performance evaluations, addressing attendance or performance concerns, and supporting hiring and disciplinary processes in coordination with management and Human Resources.
Manage daily fraud-alert queues, staffing coverage, case assignments, escalations, and priorities to meet service levels and risk-response expectations.
Review complex, high-risk, unusual, or financially significant investigations and determine appropriate action within delegated authority.
Oversee investigation and disposition of alerts involving ACH, wire transfers, Zelle, online banking, check transactions, account takeover, scams, and unauthorized activity.
Oversee transaction actions including ACH returns and adjustments under NACHA rules; wire verification and rejection; account restrictions and blocks; check-return decisions; customer notification; recovery activity; and escalation to management, BSA/AML, Information Security, or Legal.
Conduct and document quality reviews of investigations, alert dispositions, customer communications, and case records.
Set performance expectations and provide feedback, technical guidance, coaching, cross-training, and development opportunities.
Monitor fraud trends, operational losses, alert volumes, case aging, false-positive patterns, control breakdowns, and recurring issues; provide management reporting and recommend corrective actions.
Maintain fraud procedures, job aids, approval authorities, escalation standards, training materials, and workflow controls.
Coordinate with branches, Customer Service, Digital Banking, Deposit Operations, BSA/AML, Information Security, Risk, Compliance, and other partners to resolve cases and address emerging threats.
Lead operational responses to significant fraud events, control failures, or service disruptions, ensuring timely communication, containment, documentation, and escalation.
Ensure employee actions and case decisions comply with applicable laws and regulations, network rules, confidentiality requirements, record-retention standards, and Bank policies.
Support audits, regulatory examinations, risk assessments, complaint reviews, and management inquiries with complete and accurate documentation and remediation updates.
Promote a customer-focused, risk-based approach that balances fraud prevention, loss mitigation, regulatory obligations, operational efficiency, and customer impact.
Stay informed about fraud trends, compliance requirements, payment-network rules, and operational changes.
Participate in system implementations, rule tuning, testing, procedure changes, and fraud-control enhancements as assigned.
Perform other duties as assigned.