Sr Fraud Operations Specialist

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

Current Employees of Happen Bank: Please apply via your internal Workday Account

Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role

Fraud Operations is where Happen Bank steps in when something's gone wrong — a compromised account, a disputed transaction, a bad actor testing the system. As a Sr Fraud Operations Specialist, you handle the most escalated fraud, dispute, and balance-transfer cases that come through phone and email, working across multiple systems and teams to get members a fast, first-call resolution. You're trusted to make real decisions in the moment, using sound judgment to protect both the member and the bank.

What You'll Do

• 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 escape 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

About You

• 2-4 years of experience in banking, call center, or customer service, with fraud or investigative experience a plus, and a high school diploma or GED or equivalent combination of education and work experience
• 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

Work Location
Lehi, Utah
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.

Time Zone Requirements
Primarily MT

Compensation

The target base salary range for this position is 23.50/hr. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package.
We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

Travel Requirements
Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.

We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.
#LI-Hybrid
#LI-SS1

Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [e-mail].

Notice on AI Tool Use

For select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.

You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out.

During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment.

We will only share your interview, transcription, or summary with persons whose expertise or technology is necessary to process your application, evaluate your fitness for a position, and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information, please refer to our Privacy Disclosure.

We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.