Senior Fraud Operations Specialist (Fintech)

Location: Lehi, Utah, United States; hybrid work with in-office attendance required on Tuesdays, Wednesdays, and Thursdays. Remote placement is not considered. Primarily MT time zone; monthly, quarterly, or as-needed travel may be required.

Base salary: $23.50 per hour

Company

Financial services organization developing focused products and mobile-first banking experiences to help Americans make financial progress.

What you will do

• Handle escalated member fraud, dispute, and balance-transfer contacts through phone and email.
• Resolve cases on the first call when possible and set clear service-level expectations when additional work is needed.
• Review multiple systems to investigate cases, unlock accounts, approve applications, and explain dispute outcomes.
• Identify real-time red flags, escalate high-risk activity, and document dispute intake for balance transfers, DebitIQ/Cleansweep, and related products.
• Track complaints and conduct back-office research, resolution, and reporting on fraudulent activity.
• Support onboarding application reviews and cross-team requests using available tools, including AI-assisted resources.

Requirements

• 2–4 years of experience in banking, call center, or customer service; fraud or investigative experience is beneficial.
• High school diploma, GED, or equivalent combination of education and work experience.
• Strong organization and attention to detail while multitasking across multiple systems and confidential data sets.
• Clear, confident written and verbal communication with members, victims, and potential bad actors.
• Proficiency in Word, Excel, and Microsoft Office.
• Availability to work beyond normal business hours when required.

Culture & Benefits

• Hybrid work model designed around in-person collaboration.
• Medical, dental, and vision plans for employees and families.
• 401(k) match and health and wellness programs.
• Flexible time off policies for salaried employees.
• Up to 16 weeks of paid parental leave.
• Equal opportunity workplace with reasonable accommodation support.

Hiring process

• Interviews may be recorded, transcribed, and summarized using AI tools for selected roles and locations.
• Candidates may opt out of recording, transcription, and summarization before scheduled interviews.