Job Description

Summary

The Payment Fraud Analyst is responsible for reviewing and analyzing suspicious activity related to wire, ACH, check, and online banking transactions. This position works directly with alerts and cases generated by the bank’s fraud detection systems and uses sound judgment and investigative skills to determine whether transactions are authorized or potentially fraudulent. The analyst plays a key role in identifying fraud trends, mitigating risk, and protecting both the bank and its customers from financial loss.

Essential Duties And Responsibilities

• Reviews and verifies suspicious account activity by contacting customers directly or coordinating with designated banking centers.
• Monitors and analyzes wires, ACH, checks, and debit card transactions to detect and prevent fraudulent activity.
• Conducts timely investigations into suspected or confirmed fraudulent transactions, ensuring thorough case review and resolution.
• Prepares and submits accurate documentation and reports related to suspicious activity, elder abuse, and potential financial losses to appropriate departments.
• Communicates findings clearly and professionally to internal teams and law enforcement, supporting fraud mitigation efforts.
• Manages incoming communications regarding fraud from internal and external sources, including customers, banking centers, and law enforcement, ensuring resolution within established service-level agreements.
• Completes and submits required documentation such as SAIRs and elder abuse reports to the Department Manager for review.
• 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 one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence and document case notes for memorialization and future reference. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

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 percent 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. Ability to deal with problems involving several concrete variables in standardized situations.

Computer & Software Skills

To perform this job successfully, an individual should have knowledge of Microsoft Access Database software; Internet Explorer Internet software; Verafin, Sentinel, and Microsoft Office Suite of Products Spreadsheet software.

CERTIFICATES, LICENSES, REGISTRATIONS

None required

OTHER SKILLS And ABILITIES

• Ability to interpret complex data and transaction patterns to identify fraud indicators and trends.
• Maintains accuracy in documentation, reporting, and investigative reviews, even when managing multiple cases simultaneously.
• Exercises discretion and informed decision-making when handling sensitive or high-risk fraud cases.
• Responds professionally and empathetically to customer inquiries, especially in emotionally charged or high-stress situations.
• Clearly conveys findings and case details to internal teams, law enforcement, and external stakeholders, both verbally and in writing.
• Works effectively across departments and with external partners, contributing to team efforts and sharing insights to improve fraud prevention strategies.
• Adjusts to evolving fraud tactics, regulatory changes, and shifting priorities in a fast-paced environment.
• Demonstrates self-sufficiency by managing investigations with minimal supervision and proactively identifying areas for improvement.
• Prioritizes tasks efficiently to meet service-level expectations and minimize financial losses.
• Familiarity with fraud detection systems, case management tools, and banking platforms used to monitor and investigate suspicious activity.
• Demonstrates independence and sound judgment in decision-making, resolving fraud cases with minimal supervision.

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 to 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 stand and walk and 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.

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