Senior Fraud Operations Analyst

macu; Sandy (UT); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Mountain America Credit Union in Sandy, Utah seeks a Senior Fraud Operations Analyst to monitor, investigate, and prevent high-risk fraud across digital and in-branch channels. The role emphasizes safeguarding member assets and leading complex investigations.

You will mentor junior specialists, collaborate with data analysts and engineers, and help strengthen fraud detection systems while minimizing losses. This hybrid position reports to the Fraud Operations team.

Qualifications

• Advanced analytical capabilities and fluency in fraud detection technologies.
• Strong cross-functional collaboration and communication skills.
• Experience leading investigations and shaping fraud prevention strategies.
• Empathy and professionalism when contacting members.

Responsibilities

• Utilize advanced fraud detection platforms, AI alerts, and analytics to identify and investigate complex activities across digital and physical channels.
• Analyze high-risk alerts and elevate cases involving potential fraud, account takeover, or synthetic identity threats.
• Take decisive real-time actions to secure compromised accounts, prevent losses, and minimize disruption to legitimate activity.
• Review affected accounts and adjust restrictions based on alert activity reviews.
• Initiate outbound calls to members to assess fraud involvement, impact, and recovery steps with empathy.
• Collaborate with fraud data analysts, engineers, and management to resolve loss cases and strengthen infrastructure.
• Represent the Alert Team in cross-functional meetings, sharing insights on trends, system performance, and member impact.
• Deliver onboarding and ongoing training to new hires and junior specialists, focusing on fraud trends and system usage.
• Document fraud incidents, resolution outcomes, and member impact in detailed internal reports for compliance.

Job description

Job Summary

The Senior Fraud Operations Analyst monitors and responds to increasingly sophisticated suspicious activities across diverse transaction channels to safeguard member assets and uphold trust. The Analyst plays a critical role in safeguarding member assets by leading complex fraud investigations and driving strategic fraud prevention initiatives. This senior-level position involves analyzing high-risk referrals, adjusting account restrictions, conducting member outreach, and identifying fraud patterns across digital and physical channels. Investigators collaborate with cross-functional teams-including fraud analysts, engineers, and leadership-to reduce financial losses and enhance fraud detection systems. The role requires advanced analytical capabilities, fluency in fraud technologies, and a proactive mindset to anticipate emerging threats. Investigators also mentor junior team members and contribute to training, reporting, and system optimization efforts.

Job Description

LOCATION: Hybrid at Mountain America Center 9800 South Monroe Street, Sandy, UT 84070

SCHEDULE: 10:30am-7:30pm. Monday-Friday Rotating Saturdays

• To be effective, an individual must be able to perform each job duty successfully.
• Utilize advanced fraud detection platforms-including AI-driven alert systems and behavioral analytics-to identify and investigate complex suspicious activities across digital and physical channels.
• Analyze high-risk alerts and elevate cases involving potential fraud, account takeover, or synthetic identity threats.
• Take decisive action in real-time to secure compromised accounts, prevent financial loss, and minimize disruption to legitimate member activity.
• Thoroughly review affected accounts and adjust restrictions as needed based on review of alert activity.
• Initiate outbound calls to members to determine fraud involvement, assess impact, and guide recovery efforts with empathy and professionalism.
• Analyze fraud patterns, behavioral anomalies, and transaction trends to identify vulnerabilities and recommend rule enhancements.
• Advocate for new fraud detection rules or system adjustments to close prevention gaps and improve alert accuracy.
• Collaborate with fraud data analysts, engineers, and management to resolve financial loss cases and strengthen fraud infrastructure.
• Collaborate with internal fraud strategy, cybersecurity, and data analytics teams to refine detection models and response protocols.
• Partner with account investigators on complex or multi-channel fraud cases, including synthetic identity, mule activity, and account takeovers.
• Represent the Alert Team in cross-functional meetings, sharing insights on fraud trends, system performance, and member impact.
• Deliver onboarding and ongoing training to new hires and junior specialists, emphasizing fraud trends, system usage, and member empathy.
• Document fraud incidents, resolution outcomes, and member impact in detailed reports for internal review and regulatory compliance.
• Pull and interpret data from fraud platforms, biometric risk systems, and internal databases to support investigations and strategic planning.
• Create detailed reports for leadership that highlight fraud exposures, operational risks, and opportunities for improvement.
• Act as a junior data analyst by contributing to fraud model tuning, alert logic refinement, and predictive risk scoring.
• Identify and communicate fraud trends, emerging attack vectors, and system vulnerabilities to data analysts and leadership.
• Mentor Fraud Operations Analysts, as well as peers in Intake, Recovery, and Investigations teams, fostering a culture of excellence and continuous learning.
• Serve as a point of escalation for member calls requiring advanced support or managerial intervention.
• Lead training initiatives for support teams and branches, enhancing fraud awareness and updating internal knowledge resources.
• Maintain expert-level knowledge of fraud detection systems, biometric risk tools, and digital identity verification technologies.
• Advocate for system improvements and participate in vendor evaluations or pilot programs for new fraud tools.
• Promptly log complaints and submit Suspicious Activity Reports (SARs) in accordance with regulatory requirements.
• Ensure full compliance with applicable laws and regulations, including the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E, and others relevant to fraud operations.

Uphold Mountain America's mission, vision, and values by delivering exceptional service and proactive fraud resolution to protect mem