Senior Fraud Operations Analyst

Mountain America Credit Union•Sandy, UT

4d•Hybrid

About The Position

The Senior Fraud Operations Analyst monitors and responds to increasingly sophisticated suspicious activities across diverse transaction channels to safeguard member assets and uphold trust. The Analyst plays a critical role in safeguarding member assets by leading complex fraud investigations and driving strategic fraud prevention initiatives. This senior-level position involves analyzing high-risk referrals, adjusting account restrictions, conducting member outreach, and identifying fraud patterns across digital and physical channels. Investigators collaborate with cross-functional teams—including fraud analysts, engineers, and leadership—to reduce financial losses and enhance fraud detection systems. The role requires advanced analytical capabilities, fluency in fraud technologies, and a proactive mindset to anticipate emerging threats. Investigators also mentor junior team members and contribute to training, reporting, and system optimization efforts.

Requirements

3+ years of experience in fraud investigation, fraud analytics, or financial crime prevention.
2+ years of progressive responsibilities within a financial institution or fintech environment.
Experience in customer service, especially in sensitive or high-impact situations.
Able to be a point of escalation for members.
Experience with biometric risk systems, behavioral analytics, and fraud case management platforms.
Associate’s degree or equivalent and related work experience considered.
Proficient in Windows OS, internet browsers, email platforms, and intermediate-level Microsoft Word and Excel.
Skilled in investigation case management software and fraud detection platforms.
Ability to read and interpret technical documents, regulatory guidelines, and procedural manuals.
Strong written and verbal communication skills for reporting, member interaction, and cross-functional collaboration.
Ability to present findings and recommendations to leadership and technical teams.
High emotional intelligence and member empathy.
Advanced analytical and critical thinking skills.
Ability to adapt quickly to evolving fraud tactics and system changes.
Tact, diplomacy, and discretion in handling sensitive member information.
Strategic mindset with a focus on continuous improvement and innovation.

Nice To Haves

Familiarity with SQL and able to write queries is a plus.
Ongoing training in fraud trends, digital security, and regulatory compliance encouraged.

Responsibilities

Utilize advanced fraud detection platforms—including AI-driven alert systems and behavioral analytics—to identify and investigate complex suspicious activities across digital and physical channels.
Analyze high-risk alerts and escalate cases involving potential fraud, account takeover, or synthetic identity threats.
Take decisive action in real-time to secure compromised accounts, prevent financial loss, and minimize disruption to legitimate member activity.
Thoroughly review affected accounts and adjust restrictions as needed based on review of alert activity.
Initiate outbound calls to members to determine fraud involvement, assess impact, and guide recovery efforts with empathy and professionalism.
Analyze fraud patterns, behavioral anomalies, and transaction trends to identify vulnerabilities and recommend rule enhancements.
Advocate for new fraud detection rules or system adjustments to close prevention gaps and improve alert accuracy.
Collaborate with fraud data analysts, engineers, and management to resolve financial loss cases and strengthen fraud infrastructure.
Collaborate with internal fraud strategy, cybersecurity, and data analytics teams to refine detection models and response protocols.
Partner with account investigators on complex or multi-channel fraud cases, including synthetic identity, mule activity, and account takeovers.
Represent the Alert Team in cross-functional meetings, sharing insights on fraud trends, system performance, and member impact.
Deliver onboarding and ongoing training to new hires and junior specialists, emphasizing fraud trends, system usage, and member empathy.
Document fraud incidents, resolution outcomes, and member impact in detailed reports for internal review and regulatory compliance.
Pull and interpret data from fraud platforms, biometric risk systems, and internal databases to support investigations and strategic planning.
Create detailed reports for leadership that highlight fraud exposures, operational risks, and opportunities for improvement.
Act as a junior data analyst by contributing to fraud model tuning, alert logic refinement, and predictive risk scoring.
Identify and communicate fraud trends, emerging attack vectors, and system vulnerabilities to data analysts and leadership.
Mentor Fraud Operations Analysts, as well as peers in Intake, Recovery, and Investigations teams, fostering a culture of excellence and continuous learning.
Serve as a point of escalation for member calls requiring advanced support or managerial intervention.
Lead training initiatives for support teams and branches, enhancing fraud awareness and updating internal knowledge resources.
Maintain expert-level knowledge of fraud detection systems, biometric risk tools, and digital identity verification technologies.
Advocate for system improvements and participate in vendor evaluations or pilot programs for new fraud tools.
Promptly log complaints and submit Suspicious Activity Reports (SARs) in accordance with regulatory requirements.
Ensure full compliance with applicable laws and regulations, including the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E, and others relevant to fraud operations.
Uphold Mountain America’s mission, vision, and values by delivering exceptional service and proactive fraud resolution to protect members' financial well-being.
Perform other duties as assigned.