Senior Fraud Operations Specialist — First-Call Resolver

LendingClub; Lehi (UT); Hybrid; USD 48,000 - 58,000; Full time

Job summary

Happen Bank is seeking a Sr Fraud Operations Specialist in Lehi, UT to handle escalated fraud, disputes, and balance-transfer cases with a focus on first-call resolution. You’ll work across multiple systems and teams to protect members and the bank, while documenting the intake process and flagging trends in real time.

Hybrid work model with in-office presence required on Tue-Thu; relocation may be offered.

Qualifications

• 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus.
• You stay organized and detail-oriented while multitasking across multiple systems and large, confidential data sets.
• You communicate clearly and confidently in writing and on the phone, including with members, victims, and potential bad actors.
• You're proficient in Word, Excel, and the rest of Microsoft Office.
• You look for ways AI and smart tools can help you work faster and catch errors before they become problems, and you're comfortable flagging a better way of doing something when you see one.
• You're willing to work beyond normal business hours when the situation calls for it.

Responsibilities

• Handle escalated member fraud, dispute, and balance-transfer contacts across phone and email, resolving issues on the first call whenever possible and setting clear SLA expectations when you can't
• Navigate multiple systems to capture the full picture of a case quickly, unlock accounts, approve applications, and walk members through dispute investigation outcomes
• Spot red flags in real time and elevate to the right team, documenting the dispute intake process for balance transfers, DebitIQ/Cleansweep, and other affected products
• Flag emerging fraud trends and high-risk activity to your supervisor, and speak up with recommendations when you spot a gap or weakness
• Capture and track customer complaints accurately, and handle back-office research, resolution, and reporting on fraudulent activity between live interactions
• Support onboarding application reviews and other cross-team requests as they come up, using available tools, including AI-assisted resources, to move through casework faster

Skills

Fraud investigation

Customer service

Attention to detail

Clear communication

AI tools familiarity

Flexible hours

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Happen Bank is seeking a Sr Fraud Operations Specialist in Lehi, UT to handle escalated fraud, disputes, and balance-transfer cases with a focus on first-call resolution. You’ll work across multiple systems and teams to protect members and the bank, while documenting the intake process and flagging trends in real time.

Hybrid work model with in-office presence required on Tue-Thu; relocation may be offered.