Fraud Response Specialist I

Mercantile Bank; Grand Rapids (MI); Hybrid; USD 48,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k)

Life insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Competitive salary

Paid time off

Job summary

Mercantile Bank is seeking a Fraud Response Specialist I to serve as a primary contact for customers and Relationship Managers when fraud affects accounts, products, or channels. You will manage routine to moderately complex cases from intake to closure, following established procedures and escalating higher-risk situations.

You will gather evidence, coordinate containment and service-restoration actions, and maintain complete case records.

Qualifications

• High school diploma or GED required.
• 1-3 years’ customer support experience or similar; plus 2-4 years in banking/customer service/operations.
• Excellent written/verbal communication, strong organization and attention to detail, and ability to work independently and collaboratively.
• Ability to complete Bank and departmental training.

Responsibilities

• Serve as primary point of contact for fraud matters for customers and Relationship Managers.
• Own routine to moderately complex fraud cases from intake to closure following procedures.
• Gather and evaluate account, transaction, communication, and supporting documentation; coordinate containment and service-restoration actions.
• Maintain complete, timely, objective, chronological case records and provide clear status updates.
• Role is located at Park East office with potential hybrid work 1–2 days from home after training.

Skills

Communication skills

Attention to detail

Independent & collaborative work

Written & verbal communication

Education

High school diploma or GED

Associate/Bachelor's degree preferred

Tools

Word

Excel

Job description

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.

Our Bank, Our Purpose

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.

Role Responsibilities

As a Fraud Response Specialist I, you are a primary point of contact for customers and Relationship Managers when suspected or confirmed fraud impacts Mercantile Bank accounts, products, services, or payment channels. You will own routine to moderately complex consumer fraud matters from intake through closure, following established procedures while escalating higher-risk, unusual, commercial, legal, regulatory, or sensitive situations.
Key responsibilities include gathering and evaluating account, transaction, communication, and supporting documentation; coordinating authorized containment and service-restoration actions (e.g., restrictions, credential changes, stop payments, holds, returns/recalls, alerts, replacement accounts); identifying reasonable recovery opportunities and coordinating needed affidavits/indemnities and interbank communications; recommending practical safeguards; and maintaining complete, timely, objective, chronological case records. You will provide clear, professional status updates without promising reimbursement or outcomes prior to authorization.

• High school diploma or GED
• 1-3 years’ customer support experience or similar; plus 2-4 years in banking/customer service/operations (branch, deposits, fraud ops, Digital Banking, Treasury support, Loss Prevention, or comparable)
• Excellent written/verbal communication, strong organization and attention to detail, and ability to work independently and collaboratively
• Ability to complete Bank and departmental training

Preferred: technical aptitude with digital services; Word/Excel; associate/bachelor’s degree; dispute/fraud/payment/service-restoration experience. Apply to support disciplined, customer-focused fraud resolution.

A Typical Workday

Your day starts by reviewing new intakes and open cases, then prioritizing items based on time sensitivity and customer impact. You’ll connect with customers and internal partners to clarify what happened, confirm what information is still needed, and set expectations for next steps. Throughout the day, you’ll track progress across multiple matters, record updates in a clear chronological narrative, and route questions to the right teams when complexity increases. You’ll balance focused case work with scheduled check-ins, quick follow-ups, and brief huddles that surface trends and improvement opportunities. In a collaborative environment, you’ll rely on structured workflows, careful documentation, and steady communication to keep cases moving toward timely resolution. This position is located at our Park East office, and once trained, you have the opportunity to work 1-2 days a week from home.

Benefits Snapshot

Mercantile Bank offers a comprehensive benefits package designed to support your health, finances, and time away from work, including:

• Medical, dental, and vision coverage
• 401(k)
• Life insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Competitive salary
• Paid time off