Fraud Operations Specialist

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, & transaction-level evidence. Support debit card dispute & chargeback processes, including claim intake, processor case updates, representment support, merchant or network responses, loss posting, & customer communication. Support ACH fraud prevention & 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 & Bank procedures. Review check fraud matters, including counterfeit checks, altered items, forged endorsements, duplicate presentment, kiting indicators, mobile deposit fraud, & deposit return activity. Review wire fraud concerns, including business email compromise, beneficiary manipulation, elder exploitation indicators, social engineering, unauthorized wire requests. Conduct inbound & outbound customer verification calls with professionalism, empathy, & adherence to authentication procedures while avoiding disclosure of sensitive investigative information. Place & remove appropriate account restrictions, card blocks, online banking holds, stop payments, warnings, & other fraud mitigation controls in accordance with authority levels & documented procedures. Maintain complete, accurate, & audit-ready documentation of claims, investigative actions, evidence reviewed, customer contacts, escalation decisions, loss determinations, & 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 & appropriate control partners. Coordinate with Deposit Operations, Electronic Banking, Treasury Management, Branch Banking, Customer Care, BSA/AML, Compliance, Information Security, Legal, & external processors or vendors to resolve cases & strengthen controls. Identify fraud trends, recurring root causes, control gaps, customer education opportunities, & process improvement recommendations based on case activity & loss experience. Prepare or support periodic reporting on fraud volumes, losses, recoveries, pending cases, aging, provisional credit exposure, chargebacks, recoveries, & emerging risks. Support audits, compliance reviews, regulatory examinations, procedure updates, quality control reviews, & cross-training activities as requested. Payment Network and Channel Experience Preferred Debit card networks & processors, including Visa, Mastercard, STAR, NYCE, Pulse, Accel, or equivalent card dispute & fraud platforms. ACH network activity, including consumer & business ACH transactions, unauthorized returns, return reason codes, stop payments, revocations, ACH risk monitoring, & NACHA rule awareness. Wire transfer environments, including Fedwire, correspondent bank wires, domestic wires, international wire considerations, call-back verification, & business email compromise controls. Check & deposit fraud channels, including teller deposits, ATM deposits, mobile remote deposit capture, duplicate presentment, counterfeit items, altered items, forged endorsements, & return item processing. Online & mobile banking channels, including suspicious login patterns, new device enrollment, credential compromise, password resets, MFA events, out-of-band verification, & customer account access risk. Supervision of Personnel None Working Conditions The incumbent will be expected to be able to work Monday through Friday and work will mainly be performed at the Maitland, Florida location and hybrid; occasional evening & weekend work may be required. 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, & 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, & online banking compromise. Ability to analyze transaction history, account behavior, customer activity, fraud alerts, exception reports, & case evidence to reach well-supported conclusions. Strong documentation skills, including the ability to prepare clear, complete, factual, & audit-ready case notes. Ability to manage multiple cases, prioritize regulatory deadlines, & work accurately in a high-volume environment. Strong verbal & written communication skills, including the ability to explain sensitive fraud matters to customers & internal partners with professionalism & discretion. Sound judgment, confidentiality, investigative curiosity, & willingness to elevate 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, & third-party processors. Proficiency with Microsoft Office applications, including Outlook, Word, & 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 & drug screening tests as a condition of employment. Drug Free Workplace. EOE/AA/Minority, Female, Disabled, Veteran #J-18808-Ljbffr