Fraud Operations Specialist

Fraud Operations Specialist

The Fraud Operations Specialist will execute the loss prevention program by identifying, investigating, and mitigating fraud related to consumer and commercial treasury activities, including ACH, wire transfers, external transfers, funds movement, and online banking transactions. This role reviews high-risk transactions, utilizes enterprise fraud monitoring tools, conducts client outreach to validate payment intent, and escalates suspected fraud in accordance with policy. Partnering closely with Treasury Management, Operations, and Fraud teams, the Analyst supports effective risk management while delivering timely, client-focused decision-making.

Commercial Fraud Detection and Investigation: Monitor daily fraud alerts, reports, and system notifications related to commercial ACH, wire transfers, online banking activity, bill payment, and external transfers. This role analyzes high-dollar and high-risk transactions to identify unusual patterns, inconsistencies, or deviations from established client behavior. Utilizes enterprise fraud monitoring platforms, such as Sentinel or similar systems, to evaluate alerts, document investigative findings, and identify emerging fraud trends impacting commercial and consumer clients, including business email compromise (BEC), account takeover, payment redirection schemes, and social engineering scams.

Case Management and Commercial Client Outreach: Investigate flagged transactions by reviewing transaction history, entitlements, approval structures, and client profiles to determine legitimacy. The position requires direct outreach to authorized commercial client representatives or consumer clients to validate transaction requests and confirm payment intent. Ensure client interactions are conducted professionally and efficiently, using structured questioning techniques that minimize disruption to business operations while effectively assessing fraud risk. Escalate confirmed or suspected fraud to the Fraud Department in accordance with established procedures while thoroughly documenting all actions to support decision-making.

Risk Mitigation and Treasury Controls: Utilize treasury fraud controls for commercial clients, including Positive Pay, ACH blocks and filters, dual-control requirements, authentication tokens, call-back verification, and commercial entitlements. The role involves reviewing approvals for commercial client limit increases and high-value money movement requests based on risk tolerance, transaction history, and policy guidelines. The Analyst supports real-time decision-making for time-sensitive or high-risk transactions and partners with Treasury Management teams to identify control gaps and recommend enhanced fraud prevention solutions.

Commercial Client Support: Work closely with Commercial Banking, Treasury Management Officers, Operations, Client Services, and Fraud teams to resolve issues efficiently and protect both the bank and its commercial clients. The role includes advising internal partners and commercial clients on fraud risks, payment controls, and best practices, as well as supporting onboarding and ongoing reviews of commercial clients by providing insight into payment activity risk and control effectiveness.

Qualifications: Knowledge acquired through demonstrated experience working with commercial ACH, wire transfers, check, deposits, withdrawals and business online banking platforms. Additionally, experience with understanding of fraud patterns and fraud deterrents and knowledge of regulations affecting bank security and fraud prevention is a benefit. Associate or bachelor's degree in a related field preferred or 25+ years of experience in commercial bank fraud detection, treasury management operations, financial investigations, or payments risk. Strong analytical and investigative skills with experience researching transaction details across all banking platforms. Proficient reading, verbal and written communication, mathematical, computer, problem solving, visual, auditory and interpersonal relations skills; sufficient technical communications skills to provide guidance and training to office personnel on fraud related matters; work independently in a fast-paced environment being a self-starter and reliable; portray a professional attitude, display good judgment and maintain confidentiality at all times. Proficiency with online banking and fraud monitoring systems (FIS or similar enterprise platforms). Ability to work under minimal supervision requiring independent judgment in the interpretation of existing procedures and recommendations of alternative procedures and work routines. Excellent communication skills with the ability to engage confidently with commercial clients and internal partners.

Core Competencies: Career Development: Proactively prepares and actively participates in ongoing, candid, constructive monthly coaching sessions with supervisor. Seeks advancement into challenging and developmental roles and assignments. Sets and meets clear, measurable goals. Communicates Effectively: Demonstrates the ability to effectively communicate with all employees and clients, regardless of level. Communicates clearly, concisely, with candor and confidence. Writes, speaks, and listens to disseminate and receive information effectively and accurately. Seeks to understand the viewpoints of others. Keeps others informed in a timely manner. Focuses on the Client: Anticipates and identifies internal and external client needs. Takes action to meet and, where possible, exceed client expectations. Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines. Judgment: Demonstrates sound reasoning and well-balanced thinking. Balances the need for action with the need for analysis. Incorporates strategic thinking skills into practice by examining facts. Shows an ability to problem solve complex issues. Probes beyond symptoms to determine the underlying cause. Learns from and accepts responsibility from mistakes. Teamwork: Demonstrates the ability to enhance the department and Orrstown Banks development through participation. Holds self and others accountable for exceeding departmental and corporate goals. Develops strong working relationships throughout the organization. Appropriately voices opinions, even if they are contrary to the consensus of the team. Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos. Relates to others in an open and accepting manner that creates trust, respect, and a collaborative environment.

Essential Duties: Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy. Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement. Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the workplace; support risk management practices and overall safety and soundness and the Bank's compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances. Regular and predictable attendance.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Ability to reach destinations within the Orrstown footprint at all times is required. Ability to work and report to the employer's physical work location(s). Work Environment: Work is performed in an office setting with little to moderate exposure to noise, heat, dust, or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.