Senior Fraud Operations Specialist — Fast-Resolution Leader

Tally; Lehi (UT); Hybrid; USD 49,000 - 56,000; Full time

Benefits offered by this job

Medical, dental and vision plans for员工

401(k) match

Health and wellness programs

Flexible time off policies

Parental leave up to 16 weeks

Job summary

Happen Bank is seeking a Sr Fraud Operations Specialist in Lehi, UT to handle escalated fraud, disputes, and balance-transfer cases. You will work across systems, guide investigations, and ensure fast, first-call resolutions while protecting both members and the bank.

You will analyze cases, identify red flags, collaborate with multiple teams, and leverage AI-assisted tools to move through casework efficiently. This role requires strong communication and careful handling of sensitive data.

Qualifications

• 2-4 years of experience in banking, call center, or customer service.
• Fraud or investigations experience is a plus.
• Excellent written and verbal communication with members, victims, and potential actors.

Responsibilities

• Handle escalated member fraud, dispute, and balance-transfer contacts via phone and email, aiming for first-call resolution.
• Navigate multiple systems to capture the full picture, unlock accounts, approve applications, and guide dispute outcomes.
• Identify red flags in real time and escalate to the appropriate team, documenting intake for balance transfers and related products.
• Flag emerging fraud trends and high-risk activity and provide constructive recommendations to leadership.
• Capture and track complaints, conduct back-office research, and report fraudulent activity.
• Assist onboarding reviews and cross-team requests using available tools, including AI-assisted resources, to speed casework.

Skills

Fraud investigation

Customer service

Data privacy

Communication

Multitasking

Education

High school diploma or GED

Tools

Microsoft Office suite

Job description

Happen Bank is seeking a Sr Fraud Operations Specialist in Lehi, UT to handle escalated fraud, disputes, and balance-transfer cases. You will work across systems, guide investigations, and ensure fast, first-call resolutions while protecting both members and the bank.

You will analyze cases, identify red flags, collaborate with multiple teams, and leverage AI-assisted tools to move through casework efficiently. This role requires strong communication and careful handling of sensitive data.