Senior Fraud & Disputes Investigator

Happen Bank; Lehi (UT); Hybrid; USD 32,000 - 33,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) match

Health and wellness programs

Flexible time off

Paid parental leave (up to 16 weeks)

Job summary

Happen Bank in Lehi, Utah is seeking a Sr Fraud Operations Specialist to handle escalated fraud, disputes, and balance-transfer cases across phone and email, protecting members and the bank. You will navigate multiple systems, make real-time decisions, and collaborate with cross-functional teams to ensure fast, first-call resolutions.

You will spot red flags, document intake, and contribute to fraud trend analysis while maintaining high standards of security and member trust.

Qualifications

• 2-4 years of experience in banking, call center, or customer service with fraud or investigative experience a plus.
• Detail-oriented and organized across multiple systems and large data sets.
• Clear written and verbal communication with members and stakeholders.
• Proficient in Word, Excel, and the rest of Microsoft Office.
• Comfortable using AI and smart tools to move casework faster and catch errors.

Responsibilities

• Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible.
• Navigate multiple systems to capture the full picture of a case, unlock accounts, approve applications, and guide members through dispute outcomes.
• Spot red flags in real time and escalate to the right team, documenting intake for balance transfers and related products.
• Flag emerging fraud trends and risks, offering recommendations to improve processes.
• Capture and track customer complaints, and perform back-office research, resolution, and reporting on fraudulent activity.
• Support onboarding reviews and cross-team requests, using available tools including AI-assisted resources.

Skills

Fraud investigation

Investigation

Communication

Multitasking

AI tools awareness

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Happen Bank in Lehi, Utah is seeking a Sr Fraud Operations Specialist to handle escalated fraud, disputes, and balance-transfer cases across phone and email, protecting members and the bank. You will navigate multiple systems, make real-time decisions, and collaborate with cross-functional teams to ensure fast, first-call resolutions.

You will spot red flags, document intake, and contribute to fraud trend analysis while maintaining high standards of security and member trust.