Sr Fraud Operations Specialist

Current Employees of Happen Bank: Please apply via your internal Workday Account

Happen Bank(formerly LendingClub)is built around a simple purpose: to clear the way to help people turn intention into action and action intofinancial progress. That means offering focused products a frictionless mobile-first experience and clear terms with no gotchas. Respect and fairness is part of our DNA and that ideal shapes how we work how we treat each other and how we invest in our employees and our community. Join us in using data bold thinking and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role

Fraud Operations is where Happen Bank steps in when somethings 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. Youre trusted to make real decisions in the moment using sound judgment to protect both the member and the bank.

What Youll Do

• 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 cant

• 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

About You

• 2-4 years of experience in banking call center or customer service with fraud or investigative experience a plus and a 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

• Youre 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 youre comfortable flagging a better way of doing something when you see one

• Youre willing to work beyond normal business hours when the situation calls for it

Work Location
Lehi Utah

The above locations areeligibleoffices for this locations have been determined to foster in-person collaboration with thisrolesteam or the related business lines. Weutilizea hybrid work model and our teams are in-office Tuesdays Wednesdays and -person attendance is essential for thisrolessuccess and remote placement will not be Bankoffers relocation based on actual job level.

Time Zone Requirements

Primarily MT

Compensation

The target base salary range for this position is 23.50/hr. The base salary of the role will be determined by job-related knowledge experience education skills and location. Base salary is just one part of Happen Banks Total Rewards package.

Were creating new financial services solutions for our members based on fairness simplicity and heart and we treat our employees the same way. We offer a competitive benefits package that includes 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 and more.

Travel Requirements
Monthly/quarterly/as neededtraveltoHappen Bankoffices and/or other locations as needed.

Were creating new financial services solutions for our members based on fairness simplicity and heart and we treat our employees the same way. We offer a competitive benefits package that includes medical dental and visionplansfor employees and their families 401(k) match health and wellness programs flexible time off policies for salaried employees up to16 weekspaid parental leave and more.

#LI-Hybrid
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Happen Bank is an equal opportunity employer and dedicated to diversity equity and inclusion in the workplace. We do not discriminate on the basis of race religion color national origin sex (including pregnancy childbirth reproductive health decisions or related medical conditions) gender gender identity gender expression sexual orientation age marital status veteran status disability status political views or activity or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability please contact us at

Notice on AI Tool Use

For select roles and locations candidate interviews may be recorded transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.

You will have the opportunity to opt out of recording transcription and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out.

During the interview we will collect the following categories of personal information from or about you: contact information identifiers professional and employment-related information sensory information (audio/video recording) and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment.

We will only share your interview transcription or summary with persons whose expertise or technology is necessary to process your application evaluate your fitness for a position and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information please refer to our Privacy Disclosure .

We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.

Required Experience:

Senior IC