Hybrid Fraud Response Specialist I - Customer-Focused Impact

Mercantile Bank; Grand Rapids (MI); Híbrido; USD 48.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

401(k)

Life insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Competitive salary

Paid time off

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication skills

Attention to detail

Independent & collaborative work

Written & verbal communication

Educación

High school diploma or GED

Associate/Bachelor's degree preferred

Herramientas

Word

Excel

Descripción del empleo

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.