Operations Risk Specialist

Job Description

Job Description

This is an exciting opportunity to join our high-growth Contact Center team; but first, here is a little bit about Elements Financial:

WE MAKE MONDAYS MORE ENJOYABLE.

There are many ways to describe the Elements culture: fun, meaningful, supportive, and full of opportunities. See here for more information - -culture/

Today we serve the employees of 150+ organizations around the U.S. We currently rank among the top 3% of credit unions nationally with 100,000+ members. We have the resources, staff, and expertise to support our members with unparalleled service and leading-edge technology.

Now let's get into this exciting role!

This is a hybrid role that requires some on-site work (inside our Indianapolis, Indiana office). In addition to the on-site duties, there are additional responsibilities that can be completed outside of the office, resulting in this being a hybrid role.

Elements Financial is a Best Place to Work because our employees are empowered to Be the Expert, Live the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success . The Operations Risk Specialist serves as a frontline defense against fraud activity that has not yet resulted in monetary loss. The Operations Risk Specialist serves as a critical frontline leader in protecting members and the organization from potential fraud and operational risk. This role owns the end-to-end resolution of complex risk scenarios, including wire transactions, account compromise, and high-risk activity, ensuring accurate execution, strong controls, and an exceptional member experience. Through proactive monitoring, process improvement, and cross-functional collaboration, this role drives Operational Excellence, strengthens Organizational Health, and enhances Member Experience. The Operations Risk Specialist identifies potential fraud and takes immediate action to mitigate risk.

This position also supports members who have compromised their personal or account information, providing guidance, education, and account safeguards. In addition, the role performs wire processing duties, ensuring timely, accurate, and compliant execution of domestic and/or international wires.

You will learn how to be the expert to best serve our members:

• Provide Tier III level support. Work unresolved cases from contact center partner and for other internal departments such as loan servicing and card services.
• Review and monitor external transfers, Zelle transactions, ACH activity, and other electronic payments for indicators of potential fraud prior to funds loss.
• Review and decision online deposit account applications using fraud‑detection tools, risk indicators, and member verification protocols to identify and mitigate potential fraud.
• Conduct risk reviews on new accounts opened through all channels, including identity verification, account behavior analysis, and early‑stage fraud detection.
• Identify red flags related to account takeover, social engineering, phishing, and impersonation schemes.
• Take appropriate preventative actions, including placing restrictions, delaying transactions, or escalating concerns in accordance with policy.
• Escalate suspected or confirmed monetary‑loss situations to the Fraud Department following established procedures.
• Perform enhanced due diligence for higher‑risk wire transactions, including member verification, purpose of wire validation, and fraud trend assessment prior to release of wire.
• Communicate with members, branches, and internal teams to resolve wire exceptions or issues.
• Maintain detailed documentation and audit trails for wire activity.

You will make a difference as you live out our purpose:

• Work directly with members who have compromised personal or account information (e.g., phishing victims, identity exposure, device compromise).
• Educate members on best practices for account security, fraud avoidance, and safe payment usage.
• Coordinate account remediation steps such as credential resets, account changes, new account setup, or payment service re‑enrollment as needed.
• Deliver a calm, empathetic, and professional member experience during potentially stressful interactions.
• Lead through influence, ownership, and continuous improvement to strengthen team capability and operational performance.
• Act as a subject matter expert in wire processing, account risk, and operational procedures, providing guidance and decision support across Operations, Member Engagement, and Branch teams.
• Own complex and high-impact situations end-to-end, ensuring timely resolution, clear communication, and minimal member and organizational disruption.
• Lead cross-functional coordination during escalations or operational issues, ensuring alignment, accountability, and consistent execution across teams.
• Identify trends, root causes, and process gaps; drive improvements that enhance efficiency, accuracy, and overall member experience.

You will help grow the business:

• Build rapport and use relationship skills, representing Elements in a professional manner with staff, and members.
• Work collaboratively with all areas of Elements Financial.
• Serve as back up to the Commercial eCommerce Support Analyst.
• Responsible for training new hires on Red Flags and fraud prevention and support for member facing teams.

You will continue to grow professionally:

• Continue to develop knowledge of industry practices, products, and professional growth.
• Participate in appropriate learning opportunities to maintain expertise.

Minimum Requirements:

• High school diploma (or equivalent) and 3-5 years of financial institution experience.
• Familiarity with fraud indicators, identity verification concepts, and common financial fraud schemes (e.g., account takeover, synthetic ID, wire fraud).
• Strong attention to detail with proven ability to review documentation, analyze information, and make accurate decisions under time constraints.
• Effective written and verbal communication skills, including the ability to professionally interact with members and internal teams regarding sensitive issues.
• Demonstrate proficient use of technology tools and possess knowledge of system navigation skills.
• Strong collaboration and organizational skills and the ability to follow up, as necessary.
• Ability to leverage skills, knowledge, and experience to invest in our community.
• Ability to foster an inclusive environment that promotes belonging.
• A focus on respect and excellent service to both external and internal (team) members.
• A proven track record of integrity with a demonstrated ability to build trust.

Additional bonus compensation is earned in this role.