Fraud Support Specalist

Detect. Defend. Deliver Peace of Mind.

Are you detail-oriented with a sharp eye for suspicious activity? Bank of the San Juans is seeking a Fraud Support Specialist to safeguard our customers and our institution from financial fraud. In this role, you'll analyze transactions, investigate anomalies, and implement proactive strategies to stop fraud before it happens. You'll collaborate across teams, educate staff and clients on fraud prevention, and work with law enforcement when necessary-all while ensuring sensitive information stays secure. If you thrive in a fast-paced environment and have a passion for protecting people and assets, we want you on our team.

Integrity in Action. Opportunity in Reach.

The salary range for this position is $28.20 to $30.32 per hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Summary:

The Fraud Support Specialist primary role is to protect the bank and its customers by detecting, investigating, and preventing fraudulent activities through analyzing data, reviewing transactions, and following implemented security measures. They also help create and update fraud prevention strategies, educate staff and customers, and collaborate with law enforcement to mitigate financial losses and safeguard sensitive information.

Essential Functions:

• With guidance, ability to make independent decisions and developing solid judgment
• Basic understanding of how to recognize fraud scenarios and fraud structures, and conduct investigations
• Familiar with standard banking concepts, practices, and procedures regarding possible fraud scenarios
• Ability to handle upset customers, and knowledge of when to refer the customer to a supervisor or senior staff when the issue becomes challenging.
• Work directly with customers to investigate fraud, communicate the process, and follow up with final determination on losses and continued banking relationship with BSJ.
• Strong oral and written communication skills
• Skill in research and problem resolution
• Support calls, answering policy and procedural questions and research
• Distributing exception reports to applicable division staff for corrective action
• Responsible for review of potential fraud and unusual activity related to POS, ACH, Check Returns, POS, ACH, and RDA review
• Responsible for assisting branch staff with fraud situations, assisting staff with conducting research, document review, customer correspondence, and support as requested
• Provide elevated support to the staff and customers with complicated and fraud situations
• Work with local law enforcement on fraudulent cases and monitoring
• Work with customers who have been victims on setting up new accounts and documented outcomes
• Attention to Detail: A sharp eye for detail is necessary to uncover fraudulent activity
• Must effectively communicate findings through written reports and sometimes verbally
• Must be able to work independently or as a team with little direct supervision.
• Enter change orders through service desk as needed and requested
• Participate in GBCI Fraud committee.
• Assist Security Officer with alarm testing and maintenance
• Assist Security Officer with employee alarm and key fob access
• Assist Security Officer with other security related items and incidents including requesting camera footage, assisting with police requests, and requesting security system and camera system maintenance or repair.
• Division Red Flag Coordinator

Additional Responsibilities:

• While working under close supervision, the specialist researches possible cases of fraud through various tools using standard banking practices and procedures regarding possible fraud scenarios.
• Research cases of fraud through various in-house tools
• Acquires and analyzes information on suspected fraud cases.
• With guidance, reviews and investigates referrals of suspicious accounts and transactions from members of the front line/back-office team.
• Assists in investigations of suspected fraud and fraud scenarios while ensuring compliance with bank's policies and procedures.
• With guidance from the supervisor and team members, completes investigation information and detailed notes in order to provide a complete summary of the overall fraud investigation.
• Promotes a risk-aware culture, ensuring efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Integrity is a fundamental requirement for anyone in a role that handles sensitive financial information and investigations.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Complete required bank training courses within assigned time frame(s). It is the individual learner's responsibility to ensure that they understand the information given to them in each training. If the learner does not understand the information given, they need to reach out to their supervisor for further clarification or additional training.
• Adhere to Bank of the San Juans Company Core Values.
• Keeps management appropriately informed of area activities and any significant problems.
• Represent the bank in a professional manner by participating in community service and bank-sponsored activities that align with and support the mission and values of the Bank of the San Juans. This includes maintaining a professional image, upholding confidentiality, demonstrating a positive attitude, ensuring good attendance, exhibiting flexibility and adaptability, and maintaining customer privacy.
• Provide exceptional internal and external customer service by interacting calmly and professionally with individuals from diverse backgrounds at various levels within and outside of the organization.
• Knowledge of Personal Computer (PC) skills, including Excel, Word, and Outlook
• Additional duties as requested or assigned.

QUALIFICATIONS:

• High school diploma or GED required; associate degree or completion of a specialized course of study preferred. Equivalent combination of education and experience will be considered.
• 2-5 years of related experience in banking, financial services, or fraud prevention.
• Demonstrated background in fraud detection, investigation, or risk management.

KNOWLEDGE, SKILL, ABILITY:

• Strong written and verbal communication skills
• Ability to multitask
• Ability to work well under pressure
• Ability to work in a noisy environment
• Understanding of Microsoft Word, Excel, and Outlook
• Solid math skills and bookkeeping abilities
• Excellent Customer Service skills
• Ability to establish and maintain effective working relationships with co-workers, customers, and the public.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

PHYSICAL DEMANDS: 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 often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. The employee may also be required to: Travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job, and the employee must have the ability to drive and have proper licensing.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Exert up to 10 lbs. of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

#LI-DS1

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details. Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.