Fraud Agent I
$37,440–$37,440 year
On-siteBlairsville, Georgia, United States
Job Summary
Review Verafin alerts and analyze suspicious activity across banking channels to determine confirmed or suspected fraud. Create and assign cases within the Verafin platform, validating high-risk mobile deposits in Ensenta and reviewing ATM deposits for potential fraud indicators. Conduct Early Warning System (EWS) reviews and escalate complex cases to the Fraud Agent Team Lead or leadership. Make outbound calls to verify activity and handle inbound return calls, providing clear, empathetic communication while guiding customers through necessary steps. Perform immediate protective actions, including disabling online banking, restricting accounts, and placing holds on checks, while documenting all measures and educating customers on security best practices. Collaborate with internal departments to gather information and resolve concerns, ensuring all actions comply with regulatory requirements and internal policies.
Required Qualifications
- High school diploma or equivalent
- Minimum of 2 years of experience in banking, financial services, fraud investigations, disputes, risk, customer service, or related field
- Equivalent internal experience (e.g., dispute resolution, contact center, or fraud operations)
- Strong analytical and investigative skills, with the ability to identify patterns, anomalies, and higher-risk activity
- High attention to detail and accuracy in complex alert review and documentation
- Excellent communication skills, including handling escalated or sensitive customer interactions
- Strong judgment and decision-making skills in moderately complex to complex situations
- Ability to prioritize and manage high-risk, time-sensitive alerts effectively
- Advanced proficiency with fraud platforms, case management systems, and Microsoft Office applications
- Advanced working knowledge of applicable regulations, including: Regulation E, NACHA rules, Regulation CC, Card network rules, BSA/AML/OFAC requirements, UCC, Elder Financial Abuse
- Must be able to pass a criminal background & credit check
- This is a full-time, non-remote position that requires schedule flexibility to work evenings and weekends as needed
Desired Qualifications
- Experience with Verafin, Ensenta, EWS, or similar fraud platforms
- Familiarity with ServiceNow or other case management systems
- Working knowledge of core banking platforms and systems such as Director, Wires, ACH, Debit Cards, Online Banking, and Research/Returns
- Prior experience handling disputes, fraud cases, alerts, or customer account servicing is preferred
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