Fraud Operations Analyst

Description

Support the early detection and resolution of suspicious activity across multiple transaction types to protect members from fraud and financial loss. This foundational role identifies suspicious activity using fraud detection systems, secures accounts and responds to fraud-related inquiries. Analysts work in a fast-paced environment, collaborating with internal teams and escalating cases as needed. The role emphasizes accuracy, member empathy, and a strong commitment to fraud prevention, while building the skills necessary for future advancement in fraud operations.

LOCATION

Mountain America Center - Hybrid

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time; this is a hybrid schedule- in office expectation will be based on business need.

To be effective, an individual must be able to perform each job duty successfully.

Monitor and analyze alerts using multiple fraud detection platforms to identify suspicious activity across all types of transactions.
Take immediate action to restrict accounts, block transactions, and initiate member contact when fraud is suspected.
Thoroughly review affected accounts and adjust restrictions as needed based on review of alert activity.
Serve as a subject matter expert for fraud-related inquiries from branches, service teams, and members, providing clear guidance and resolution support.
Educate members on evolving fraud tactics, digital hygiene, and account protection best practices.
Respond to inbound calls from branches, service teams, and members, providing clear and empathetic support for fraud-related concerns.
Troubleshoot issues related to blocked transactions caused by fraud rules and ensure timely resolution.
Maintain accurate and detailed records of fraud-related activities, including alert outcomes and member interactions.
Assist in preparing reports on fraud incidents and resolution outcomes for internal tracking and compliance.
Collaborate with Fraud Data Analysts to communicate findings, trends, and anomalies in card fraud activity.
Share insights and feedback to improve fraud detection strategies and alert system performance.
Comply with all applicable regulations, including the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E, and others relevant to fraud operations.
Participate in team huddles, training sessions, and continuous learning opportunities to stay informed on emerging fraud tactics.
Uphold Mountain America’s mission, vision, and values by delivering responsive, member-focused fraud support and resolution.
Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience and Education

High School diploma or equivalent plus a minimum 2 years of fraud experience, OR 3 years of experience in banking, financial services, or a related industry is required.
Candidates without direct professional fraud or financial services experience may qualify with a Bachelor’s degree in Cybersecurity, Information Systems, Computer Science, Data Analytics, Finance, or a related technical field along with relevant projects, internships, or certifications.

Licenses/Certifications

Relevant technical certifications or academic achievements in areas such as cybersecurity, data analytics, or fraud prevention are desired.

Computer/Office Equipment Skills

Proficient in Windows OS, internet browsers, email platforms, and intermediate-level Microsoft Word and Excel.
Familiarity with fraud case management systems and secure communication protocols.
Understanding of internet security and digital identity verification tools.

Managerial Responsibility

No supervisory responsibilities.

Language Skills

Ability to read and interpret procedures, alerts, and fraud indicators.
Strong verbal and written communication skills for member interaction and documentation.
Ability to present findings and recommendations clearly to internal teams.

Other Skills and Abilities

Demonstrated expertise in fraud detection, risk assessment, or analytics, gained through professional experience or hands-on involvement with industry-standard platforms and tools.
Proficiency in banking and financial services processes, with a solid understanding of industry regulations, compliance requirements, and operational workflows.
Technical skills in cybersecurity, information systems, computer science, data analytics, or finance, with the ability to analyze complex data sets to identify fraudulent patterns or risks.
Experience with projects or internships that involve fraud detection, risk management, or the use of analytics technologies to solve business challenges.
High attention to detail and accuracy.
Strong sense of urgency and accountability.
Willingness to learn and adapt to new fraud trends and technologies.
Empathy and professionalism when supporting members impacted by fraud.
Critical thinking and problem-solving skills in high-pressure situations.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Must be able to use hands to handle/feel occasionally.

Ability to stand, walk, sit, talk, and hear consistently.

Vision Requirements

Close vision (clear vision at 20 inches or less).

Distance vision (clear vision at 20 feet or more).

Color vision (ability to identify and distinguish colors).

Weight Lifted or Force Exerted

Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds.

Environmental

Typical office environment with no unusual factors.