Operations Fraud Supervisor

Burke & Herbert Bank & Trust; Preston (MD); On-site; USD 41,000 - 62,000; Full time

Job summary

Burke & Herbert Bank & Trust seeks an Operations Fraud Supervisor to lead a team of Fraud Analysts responsible for monitoring and investigating fraudulent activity across ACH, wire transfers, Zelle, online banking and checks. You will manage workflow, escalate complex cases, and ensure timely, well-documented actions in compliance with laws and bank procedures.

The role emphasizes risk-based controls, cross‑functional collaboration with branches and Digital Banking, and ongoing coaching to

Qualifications

• High school diploma or equivalent required; associate's or bachelor's preferred.
• Minimum five years in banking, fraud, deposit operations, payments, or related investigation.
• At least three years of direct fraud investigation or transaction monitoring experience.
• Prior supervisory or team-lead experience preferred.
• Experience resolving complex fraud cases and documenting defensible decisions.
• Experience with ACH, wire, check, Zelle, online banking or deposit-account fraud; relevant certifications preferred.

Responsibilities

• Directly supervise Fraud Analysts and manage performance.
• Manage daily fraud-alert queues, staffing to meet service levels.
• Review complex high-risk investigations and determine actions.
• Ensure consistent investigation and disposition of alerts across channels.
• Coordinate with branches and departments to resolve cases.
• Lead response to major fraud events and containment efforts.

Skills

Supervisory leadership

Fraud investigations

ACH and Wire

Online banking

Zelle transactions

Risk management

Quality reviews

Data analysis

Communication skills

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

SilverLake

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Operations Fraud Supervisor

Camp Hill, PA, US

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 elevate 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.

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.

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.