Operations Fraud Supervisor

CLASSIFICATION: Non-exempt

REPORTS TO: Deposit Operations Manager

DATE: October 14, 2026

JOB DESCRIPTION

Summary/Objective

Responsible for the daily supervision, performance, and development of Fraud Analysts who monitor and investigate potentially fraudulent activity across ACH, wire transfers, Zelle, online banking, and check processing. This role manages workflow and service levels, provides escalation and quality oversight, and ensures investigations and loss-mitigation actions are timely, consistent, well documented, and compliant with applicable laws, regulations, network rules, risk thresholds, and Bank procedures. Also maintains effective controls, identifies emerging fraud trends, and partners with internal stakeholders to reduce fraud exposure and customer impact.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Directly supervise Fraud Analysts, including assigning work, monitoring performance, providing coaching, conducting performance evaluations, addressing attendance or performance concerns, and supporting hiring and disciplinary processes in coordination with management and Human Resources.
• Manage daily fraud-alert queues, staffing coverage, case assignments, escalations, and competing priorities to meet service levels and risk-response expectations.
• Provide final or elevated review of complex, high-risk, unusual, or financially significant fraud investigations and determine appropriate action within delegated authority.
• Ensure consistent investigation and disposition of alerts involving ACH, wire transfers, Zelle, online banking, check transactions, account takeover, scams, and unauthorized activity.
• Oversee transaction-specific actions, including ACH returns and adjustments under NACHA rules; wire verification and rejection; account restrictions and blocks; check-return decisions; customer notification; recovery activity; and management, BSA/AML, Information Security, or Legal escalation.
• Conduct and document quality reviews of investigations, alert dispositions, customer communications, and case records to confirm accuracy, procedural compliance, sound judgment, and appropriate escalation.
• Establish clear performance expectations and provide regular feedback, technical guidance, coaching, cross-training, and development opportunities for assigned employees.
• Monitor fraud trends, operational losses, alert volumes, case aging, false-positive patterns, control breakdowns, and recurring issues; provide management reporting and recommend corrective actions.
• Maintain fraud procedures, job aids, approval authorities, escalation standards, training materials, and workflow controls to support consistent execution and effective internal controls.
• Coordinate with branches, Customer Service, Digital Banking, Deposit Operations, BSA/AML, Information Security, Risk, Compliance, and other partners to resolve cases and address emerging threats.
• Lead operational response to significant fraud events, control failures, or service disruptions and ensure timely communication, containment, documentation, and escalation.
• Ensure employee actions and case decisions comply with applicable laws and regulations, network rules, confidentiality requirements, record-retention standards, and Bank policies.
• Support audits, regulatory examinations, risk assessments, complaint reviews, and management inquiries by providing complete and accurate documentation and remediation updates.
• Promote a customer-focused, risk-based approach that balances fraud prevention, loss mitigation, regulatory obligations, operational efficiency, and customer impact.

Other Duties

• Stays informed of relevant fraud trends, compliance requirements, payment-network rules, and operational changes.
• Participates in system implementations, rule tuning, testing, procedure changes, and fraud-control enhancements as assigned.
• Performs other duties as assigned.

Skills/Abilities

• Strong supervisory and leadership skills, including employee coaching, performance management, workload coordination, and accountability.
• Advanced analytical and investigative skills with the ability to evaluate complex activity, connect related indicators, and make timely risk-based decisions.
• Advanced working knowledge of ACH, wire transfers, Zelle, online banking, and check processing, including relevant operating and network requirements.
• Ability to apply sound judgment within delegated authority and escalate matters based on customer impact, financial exposure, regulatory risk, and urgency.
• Strong quality-assurance, internal-control, documentation, organizational, and case-management skills.
• Ability to interpret data, identify trends, prepare management reporting, and translate findings into practical control or process improvements.
• Strong written and verbal communication skills, including the ability to explain decisions and requirements to employees, management, and internal stakeholders.
• Proficiency with core banking and fraud-monitoring systems, including SilverLake, and Microsoft Office applications.

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Limited local travel may be required for this position.

Education and Experience

• High school diploma or equivalent required. Associate’s or bachelor’s degree in business, finance, criminal justice, or a related field preferred.
• Minimum five years of banking, fraud, deposit operations, payments, or related investigative experience required, including at least three years of direct fraud investigation, fraud operations, or transaction-monitoring experience.
• Prior supervisory, team-lead, workflow-management, or comparable leadership experience required; direct employee-supervision experience strongly preferred.
• Demonstrated experience independently resolving complex fraud cases, applying risk-based judgment, performing quality review, and documenting defensible decisions required.
• Experience with ACH, wire, check, Zelle, online-banking, or deposit-account fraud required. Relevant fraud, payments, or financial-crime certification is preferred.

For Applicants located in Preston, Maryland (MD): The anticipated salary range for this position is $30.00 - $45.00 per hour.

For Applicants from all other locations: The salary will be based on experience, qualifications, and geographic location.

The ranges listed for Maryland represent the good-faith compensation the Company reasonably expects to pay for the position at the time of posting. Actual compensation will be determined based on factors including, but not limited to, the candidate's skills, qualifications, experience, education, certifications, internal equity, and business needs. This position may also be eligible for additional compensation, such as bonuses or incentive pay, where applicable.

Equal Employment Opportunity/M/F/disability/protected veteran status

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.