Digital Fraud Specialist

Mercantile Bank; Grand Rapids (MI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health Savings Account

401(k)

Paid Time Off

Job summary

A community bank in Grand Rapids, Michigan seeks a Full-Time Digital Fraud Specialist. In this role, you'll be pivotal in combating the rising threats of digital fraud such as payments fraud and online account takeover. Your technical expertise and strong interpersonal skills will be essential as you collaborate with teams to enhance security controls. The position requires 1-3 years of relevant experience, and a bachelor's degree is preferred. This role offers a competitive salary and comprehensive benefits, promoting a dynamic and inclusive work environment.

Qualifications

• 1-3 years of experience in customer support or similar digital services role.
• Strong organizational abilities and attention to detail.
• Proficient in using customer support software.

Responsibilities

• Research and respond to digital fraud incidents.
• Monitor user activity for fraud patterns.
• Collaborate with business units to enhance security.

Skills

Customer support experience

Technical aptitude

Problem-solving skills

Communication skills

Organizational skills

Education

Bachelor's degree

Tools

Customer support software

Digital banking platforms

Job description

Join Mercantile Bank as a Full‑Time Digital Fraud Specialist in Grand Rapids, Michigan at our Park East location, where your expertise will drive innovation in combating fraud in the banking sector. This role offers the unique opportunity to work onsite in a dynamic environment where collaboration and problem‑solving are key. You will play a crucial role in enhancing customer‑centric security measures while working alongside a high‑performing and energetic team.

At Mercantile Bank, your contributions will directly impact our commitment to excellence and integrity, ensuring our clients feel safe and valued. You will have the chance to leverage cutting‑edge technology in a forward‑thinking atmosphere, fostering both your professional growth and our mission to maintain trust in digital banking. As a team member you'll be able to enjoy benefits such as Medical, Dental, Vision, 401(k), Life Insurance, Health Savings Account, Flexible Spending Account, Competitive Salary, Paid Time Off, and Employee Discounts. Embrace this exciting opportunity to be part of a team that truly values inclusivity and innovation in every project we undertake.

Mercantile Bank: Our Mission

Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do. As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best‑in‑class medical benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero‑interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.

Your day to day as a Digital Fraud Specialist

As a Digital Fraud Specialist at Mercantile Bank, you will be at the forefront of combating the escalating threats of digital fraud, including payments fraud, social engineering, phishing, business email compromise, online account takeover, and new account fraud. This pivotal role involves researching, responding to, and recovering from various fraud incidents while supporting both internal teams and our valued customers. You will serve as the primary contact for assessing and investigating suspected fraud cases, logging and tracking transactions to ensure effective resolutions. Utilizing advanced tools, you will monitor user activity to identify fraud patterns and collaborate with business units to enhance security controls. Additionally, you will engage in continuous learning, staying updated on emerging fraud trends and compliance rules, while reporting on fraud volumes and recovery outcomes to bolster our digital banking security.

Your expertise will play a crucial role in safeguarding our customers and maintaining the integrity of Mercantile Bank's operations.

What we're looking for in a Digital Fraud Specialist

To excel as a Digital Fraud Specialist at Mercantile Bank, candidates should possess a blend of technical expertise and strong interpersonal skills. A background of 1‑3 years in customer support or a related digital services role is essential. Familiarity with digital banking platforms, content management systems, and customer relationship management systems is crucial, along with proficiency in customer support software. Excellent communication skills, both written and verbal, enable you to convey technical concepts to non‑technical stakeholders effectively.

The ability to remain calm under pressure while exercising exceptional problem‑solving skills is vital. Strong organizational abilities and attention to detail are necessary for managing multiple tasks efficiently. A bachelor's degree or formal certifications in relevant fields is required, with preference given to candidates with hands‑on experience in digital payment systems and an understanding of cybercrime trends. Critical thinking and adaptability are also key to navigating the evolving landscape of digital fraud prevention and recovery.

Knowledge and skills required for the position are:

Experience: 1‑3 years

Job‑related experience in the following areas is required for this position

• Proven experience in customer support or a similar role, preferably in a digital services environment.
• Strong technical aptitude and familiarity with digital services, such as digital banking platform administration, content management systems, customer relationship management systems, or e‑commerce platforms.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a clear and concise manner.
• Exceptional problem‑solving skills and the ability to remain calm and composed under pressure.
• Strong organizational skills and attention to detail to effectively manage multiple tasks and prioritize responsibilities.
• Proficiency in using customer support software and tools.
• Ability to work collaboratively in a team environment while also being self‑motivated and able to work independently.

Education:
(1) A bachelor's degree, or
(2) Achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).

Equivalent job‑related education and/or experience will be considered if the necessary knowledge, skills and abilities to perform the functions of the job are proven.

Preferred Experience, Education and/or Skills

• Hands‑on experience with digital payment systems (ACH, wire transfers, card networks, Q2 systems)
• Exposure to cybercrime trends such as phishing, account takeover, synthetic identity fraud
• Strong analytical and problem‑solving abilities
• Excellent attention to detail
• Ability to communicate complex findings clearly to non‑technical stakeholders
• Critical thinking and adaptability in fast‑changing fraud landscapes

Get started with our team!

So, what do you think? If this sounds like the right position for you, go ahead and apply. Good luck!