Sr Fraud Operations Specialist

LendingClub • Lehi, UT

8d • Hybrid

About The Position

Fraud Operations is where Happen Bank steps in when something's gone wrong — a compromised account, a disputed transaction, a bad actor testing the system. As a Sr Fraud Operations Specialist, you handle the most escalated fraud, dispute, and balance-transfer cases that come through phone and email, working across multiple systems and teams to get members a fast, first-call resolution. You're trusted to make real decisions in the moment, using sound judgment to protect both the member and the bank.

Requirements

• 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus
• High school diploma or GED or equivalent combination of education and work experience
• You stay organized and detail-oriented while multitasking across multiple systems and large, confidential data sets
• You communicate clearly and confidently in writing and on the phone, including with members, victims, and potential bad actors
• You're proficient in Word, Excel, and the rest of Microsoft Office
• You look for ways AI and smart tools can help you work faster and catch errors before they become problems, and you're comfortable flagging a better way of doing something when you see one
• You're willing to work beyond normal business hours when the situation calls for it

Responsibilities

• Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible and setting clear SLA expectations when you can't
• Navigate multiple systems to capture the full picture of a case quickly, unlock accounts, approve applications, and walk members through dispute investigation outcomes
• Spot red flags in real time and escalate to the right team, documenting the dispute intake process for balance transfers, DebitIQ/Cleansweep, and other affected products
• Flag emerging fraud trends and high-risk activity to your supervisor, and speak up with recommendations when you spot a gap or weakness
• Capture and track customer complaints accurately, and handle back-office research, resolution, and reporting on fraudulent activity between live interactions
• Support onboarding application reviews and other cross-team requests as they come up, using available tools, including AI-assisted resources, to move through casework faster

Benefits

• medical, dental and vision plans for employees and their families
• 401(k) match
• health and wellness programs
• flexible time off policies for salaried employees
• up to 16 weeks paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED