Fraud Intake Specialist

Position Title

Fraud Intake Specialist

Location

Troy, MI 48098

Job Summary

The Fraud Intake Specialist is responsible for handling inbound communications from internal and external customers regarding suspected fraud, including check, ACH, card, wire, and online fraud. The Analyst documents all interactions thoroughly and accurately to ensure timely resolution. This role requires a strong understanding of loss prevention across all banking channels, including ATM, mobile, wire,ACH, and online platforms. The Analyst also supports fraud mitigation efforts by identifying risk patterns and collaborating with internal and external stakeholders.

Pay Range: $24.74 - $26.46 - $29.28

Job Responsibilities

Customer Service

• Monitor and respond to “fraud in progress” and other suspicious activity reported by customers or internal teams.
• Advise branch personnel and customers on account holds or freezes due to potential fraud.
• Conduct in-depth investigations to identify fraud patterns, root causes, and potential suspects.
• Evaluate fraud cases to identify root causes and potential suspects.
• Apply knowledge of UCC articles, Regulation CC, Regulation E, and other regulatory standards to minimize loss and support recovery.
• Respond to fraud-related inquiries via phone or email, providing accurate information and taking appropriate action to resolve issues and mitigate risk.
• Handle inquiries or complaints from customers, law enforcement, regulatory agencies, or business partners.
• Facilitate asset recovery efforts and recommend preventative measures or process improvements.
• Monitor debit/ATM card, wire, and ACH activity to detect fraud risk.
• Review customer accounts for risk indicators and recommend closure when necessary to protect the bank and its clients.
  
  

Operations & Training

• Maintain expertise in the Bank’s systems and applications to efficiently research and resolve inquiries.
• Stay current with policies and procedures to ensure accurate and compliant communication.
• Actively participate in performance meetings and training sessions.
• Identify and recommend updates to policies and procedures as needed.
  
  

Internal & External Networking

• Partner with internal departments to promote fraud awareness and support training initiatives.
• Collaborate with external financial institutions to identify and communicate instances of fraud, supporting proactive risk mitigation and timely resolution.
• Build and maintain professional relationships with law enforcement and fraud prevention professionals across the financial industry.
  
  

Additional Accountabilities

• Perform special projects, and additional duties and responsibilities as required.
• Where applicable and when performing the responsibilities of the job, employees are accountable to maintain Sarbanes-Oxley compliance and adhere to internal control policies and procedures.
• Stay current on fraud trends, tools, and regulatory requirements.
  
  

Required Qualifications

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required: 3 Years in a fraud-related capacity
  
  

Job Competencies

• Understanding of common fraud types (e.g., phishing, account takeover, social engineering, etc.).
• General knowledge of banking systems (e.g., DNA, Nautilus, Compass, FCRM, Actimize, Enterprise Payment Platform, and Salesforce).
• Strong understanding of fraud schemes and loss prevention strategies.
• Proficient in Microsoft Office and able to navigate multiple systems efficiently.
• Excellent analytical and problem-solving skills; able to make sound decisions under pressure.
• Strong written and verbal communication skills.
• Ability to work independently, prioritize tasks, and maintain confidentiality.
• Familiarity with regulatory frameworks including Regulation CC, Regulation E, and UCC articles.
• Team-oriented with a proactive and solution-focused mindset.
  
  

Flagstar is an Equal Opportunity Employer

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank