Fraud Operations Specialist

Fraud Investigator

At Axiom Bank, we encourage you to aim for the sky and leverage your expertise and passion to excel. We are a growing, dynamic organization this is an exciting time to get on board!

We believe in the value of promoting a healthy work/life balance and are committed to recognizing the role everyone plays in our ongoing success. We offer the following benefits to our Full Time Employees:

• 12 Paid Holidays
• Generous Paid Time Off
• 4% Match on our 401(k)
• Medical, Dental and Vision Benefits
• 100% Company Paid Life, AD&D Insurance, Short and Long Term Disability

Key Responsibilities and Accountabilities

• Investigate and resolve fraud claims and suspicious activity across debit card, ACH, check, deposit, wire, online banking, mobile banking, bill pay, P2P, digital wallet, and other electronic payment channels.
• Research Regulation E claims, including unauthorized debit card transactions, ATM activity, account-to-account transfers, and other electronic funds transfer disputes, ensuring timely provisional credit, final resolution, customer notification, and denial documentation when applicable.
• Review alerts, exception reports, negative balance activity, unusual transaction patterns, high-risk login behavior, device changes, mule activity indicators, and suspected account takeover activity to identify and mitigate fraud risk.
• Perform fact-based investigations using core banking systems, card processor tools, online banking platforms, fraud monitoring systems, case management tools, imaging systems, IP/device data, customer history, and transaction-level evidence.
• Support debit card dispute and chargeback processes, including claim intake, processor case updates, representment support, merchant or network responses, loss posting, and customer communication.
• Support ACH fraud prevention and recovery activity, including unauthorized returns, ACH stop payments, ACH revocation requests, reclamation support, account restrictions, and coordination with ACH operations in accordance with NACHA rules and Bank procedures.
• Review check fraud matters, including counterfeit checks, altered items, forged endorsements, duplicate presentment, kiting indicators, mobile deposit fraud, and deposit return activity.
• Review wire fraud concerns, including business email compromise, beneficiary manipulation, elder exploitation indicators, social engineering, unauthorized wire requests.
• Conduct inbound and outbound customer verification calls with professionalism, empathy, and adherence to authentication procedures while avoiding disclosure of sensitive investigative information.
• Place and remove appropriate account restrictions, card blocks, online banking holds, stop payments, warnings, and other fraud mitigation controls in accordance with authority levels and documented procedures.
• Maintain complete, accurate, and audit-ready documentation of claims, investigative actions, evidence reviewed, customer contacts, escalation decisions, loss determinations, and final outcomes.
• Escalate high-risk, high-dollar, repeat, complex, legal, elder abuse, insider concern, BSA/AML-related, or reputationally sensitive cases to the Fraud Operations Manager and appropriate control partners.
• Coordinate with Deposit Operations, Electronic Banking, Treasury Management, Branch Banking, Customer Care, BSA/AML, Compliance, Information Security, Legal, and external processors or vendors to resolve cases and strengthen controls.
• Identify fraud trends, recurring root causes, control gaps, customer education opportunities, and process improvement recommendations based on case activity and loss experience.
• Prepare or support periodic reporting on fraud volumes, losses, recoveries, pending cases, aging, provisional credit exposure, chargebacks, recoveries, and emerging risks.
• Support audits, compliance reviews, regulatory examinations, procedure updates, quality control reviews, and cross-training activities as requested.

Payment Network and Channel Experience Preferred

• Debit card networks and processors, including Visa, Mastercard, STAR, NYCE, Pulse, Accel, or equivalent card dispute and fraud platforms.
• ACH network activity, including consumer and business ACH transactions, unauthorized returns, return reason codes, stop payments, revocations, ACH risk monitoring, and NACHA rule awareness.
• Wire transfer environments, including Fedwire, correspondent bank wires, domestic wires, international wire considerations, call-back verification, and business email compromise controls.
• Check and deposit fraud channels, including teller deposits, ATM deposits, mobile remote deposit capture, duplicate presentment, counterfeit items, altered items, forged endorsements, and return item processing.
• Online and mobile banking channels, including suspicious login patterns, new device enrollment, credential compromise, password resets, MFA events, out-of-band verification, and customer account access risk.

Supervision of Personnel

• None

Working Conditions

• Must be able to work independently. The incumbent will be expected to be able to work Monday through Friday and work will mainly be performed at the Maitland location and hybrid; occasional evening and weekend work may be required. Flexibility with work location and hours may be granted if circumstances permit.

Qualifications Summary

Education

• High School Diploma or GED equivalent required; associate degree or coursework in business, criminal justice, finance, accounting, risk management, or a related field preferred.

Experience

• Minimum of 2 years of banking, financial services, fraud operations, deposit operations, electronic banking, card disputes, ACH operations, wire operations, or related risk operations experience preferred; prior direct experience handling Regulation E claims, debit card disputes, ACH fraud, account takeover investigations, or payment fraud cases strongly preferred.

Knowledge and Skills

• Working knowledge of Regulation E, consumer dispute timeframes, provisional credit requirements, final resolution standards, and customer notification expectations.
• Understanding of bank fraud typologies, including unauthorized electronic transactions, debit card fraud, ACH fraud, check fraud, wire fraud, identity theft, account takeover, elder exploitation indicators, social engineering, mule activity, and online banking compromise.
• Ability to analyze transaction history, account behavior, customer activity, fraud alerts, exception reports, and case evidence to reach well-supported conclusions.
• Strong documentation skills, including the ability to prepare clear, complete, factual, and audit-ready case notes.
• Ability to manage multiple cases, prioritize regulatory deadlines, and work accurately in a high-volume environment.
• Strong verbal and written communication skills, including the ability to explain sensitive fraud matters to customers and internal partners with professionalism and discretion.
• Sound judgment, confidentiality, investigative curiosity, and willingness to escalate concerns when risk, compliance, legal, BSA/AML, or reputational issues are identified.
• Ability to collaborate effectively with branch teams, customer care, deposit operations, electronic banking, treasury management, compliance, BSA/AML, information security, and third-party processors.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

(Reasonable accommodations may be made to enable individuals with disabilities to perform these tasks. If you need an accommodation, please contact us at View email address on click.appcast.io )

Axiom Bank does not discriminate in employment opportunities or practices on the basis of any protected status. It is the policy of Axiom Bank to conduct background, credit reference and drug screening tests as a condition of employment. Drug Free Workplace. EOE/AA/Minority, Female, Disabled, Veteran

Axiom Bank is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities. Any resumes submitted without a valid contract will be considered the sole property of Axiom Bank and no fee will be paid.