Senior Payments Fraud Analyst

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

SUMMARY

The Senior Payments Fraud Analyst utilizes sound judgment to review and disposition possible fraud alerts, including ACH fraud, wire fraud, online account takeover, identity theft, spoofing, check fraud, and other suspicious activity. The incumbent is responsible for the timely investigative review, creation, and thorough documentation of fraud cases, collaborating with other departments to ensure proper escalation and resolution. This role also handles alerts that may be more complex in nature, requiring advanced analytical skills and a deep understanding of fraud prevention strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coordinates with external financial institutions to facilitate the return of fraudulent transactions on behalf of the Bank and its customers.
• Recommends entering “Hold Harmless Agreements” with other financial institutions to mitigate risk and liability.
• Advises on the appropriate involvement of law enforcement agencies, including FBI, Homeland Security, and local authorities, in fraud investigations.
• Maintains detailed documentation of suspicious activity, submits required reports (e.g., SAIR), and communicates fraud trends and risk mitigation recommendations to management.
• Oversees fraud monitoring systems and conducts proactive analysis of transactional data to detect and prevent fraudulent activity across payment channels such as Wires, ACH, spoofing, and online banking.
• Conducts timely investigations into suspected or confirmed fraudulent activity, including ACH, wire transfers, account takeovers, identity theft, spoofing, and check fraud, while managing multiple cases simultaneously and collaborating with department heads to process claims accurately.
• Communicates with customers, financial institutions, and law enforcement to validate transactions, prevent losses, and resolve fraud-related inquiries across multiple channels within established service-level agreements.
• Supports team members in complex investigations and collaborates with peers and leadership to share insights and promote fraud awareness.
• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job. 
• Provide, present, and promote the Citizens Experience to all external and internal customers. 
• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year College or University; or 2 to 4 years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend instructions, short correspondence, and memos.  Ability to write correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.  Must exhibit clear and persuasive written and oral communication skills.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, and synthesize complex or diverse information.  Ability to deal with problems involving several concrete variables in standardized situations. Demonstrated ability to identify and resolve problems in a timely manner and develop alternative solutions.

COMPUTER & SOFTWARE SKILLS

To perform this job successfully, an individual should have extensive knowledge of Microsoft Access Database software; Internet software, i.e. Chrome, Internet Explorer, etc., Fiserv EFT Client Central, Verafin Analytics Fraud Analysis, Q2 Console and Microsoft Office Suite of Products, i.e. Word, Excel, etc. software.

CERTIFICATES, LICENSES, REGISTRATIONS

None required. 

OTHER SKILLS and ABILITIES

• Demonstrates sound judgment and decision-making capabilities, applying professional expertise to resolve complex issues independently.
• Exhibits strong problem-solving skills and emotional intelligence when managing sensitive or challenging customer interactions.
• Maintains a customer-focused mindset, responding promptly to inquiries and continuously seeking opportunities to improve service delivery.
• Adapts effectively to dynamic work environments, adjusting methods and approaches in response to evolving priorities and conditions.
• Works collaboratively within teams while balancing individual responsibilities, showing openness to diverse perspectives and feedback.
• Ability to manage multiple priorities simultaneously, maintaining accuracy and clarity in documentation and communication under pressure.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the associate is regularly required sit; use hands and fingers to handle or feel; and talk or hear.  The associate is frequently required to reach with hands and arms.  The associate is occasionally required to travel to inspect off-site Automated Teller Machines (ATM), stand and walk.   The associate must occasionally lift and/or move up to twenty-five (25) pounds.  Specific vision abilities required by this job include close vision.  

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work environment is usually moderate. 

Salary Range:$23.93 To $32.31 Hourly 

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.