United Community Bank

United Community Bank

Fraud Agent II

Greenville, SC, US · Mid · Full-time

Sponsorship not specified$39k-$93kDetected 2 days ago
CybersecurityOutbound SalesProcess ImprovementResearchLeadershipCommunicationCollaborationMicrosoft Office

About the role

  • Conduct timely review and escalation of Q2 Sentinel and Patrol alerts to ensure rapid identification, investigation, and mitigation of potential fraud risks.
  • Review ATM deposits for potential fraud indicators and act in accordance with bank procedures.
  • Balance customer interaction with alert resolution, ensuring both service and risk mitigation objectives are met.

Responsibilities

  • Create and assign cases within the Verafin platform to fraud investigators for review and resolution, ensuring all decisions and documentation are completed accurately.
  • Review high-risk mobile deposits in Ensenta to validate deposit legitimacy and identify red flags.
  • Identify patterns, anomalies, or trends in alert activity and escalate systemic or emerging risks to the Fraud Agent Team Lead or Fraud Operations leadership.
  • Collaboration Serve as a resource for Fraud Agent I team members by providing guidance on alert handling, decision-making, and escalation pathways Work with the Fraud Agent Team Lead to escalate urgent, high‑risk, or large dollar fraud events.
  • Partner with internal departments-such as Branch Banking, Online Banking, Card Services, Deposit Operations, and the Contact Center-to gather information, resolve customer concerns, and support investigations.
  • Provide timely communication observed fraud trends, emerging risks, or process gaps to leadership and support continuous improvement efforts.
  • Maintain thorough, accurate records of investigations, customer interactions, and account restrictions within Verafin and other internal systems.
  • Performance Expectations Ability to manage a high volume of complex and high-risk fraud alerts while maintaining accuracy and attention to detail.
  • Ability to support escalation handling and provide guidance to Fraud Agent I team members.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

  • Strong analytical and investigative skills, with the ability to identify patterns, anomalies, and higher-risk activity.
  • High attention to detail and accuracy in complex alert review and documentation.
  • Excellent communication skills, including handling escalated or sensitive customer interactions.
  • Strong judgment and decision-making skills in moderately complex to complex situations.
  • Advanced proficiency with fraud platforms, case management systems, and Microsoft Office applications.
  • Advanced working knowledge of applicable regulations, including:
  • Regulation E NACHA rules Regulation
  • Experience with Verafin, Ensenta, EWS, or similar fraud platforms.
  • Familiarity with ServiceNow or other case management systems.
  • Working knowledge of core banking platforms and systems such as Director, Wires, ACH, Debit Cards, Online Banking, and Research/Returns.
  • FLSA Status: Non-Exempt Ready to take your career to the next level?
  • Pay Range USD $38,769.00 - USD $57,876.00 /Yr.

Compensation

  • USD $38,769.00 - USD $57,876.00 /Yr.

Company info

  • Conduct Early Warning System (EWS) reviews as part of investigations or account assessments to identify elevated risk factors or account misuse.
  • Customer Interaction Make outbound calls to customers to verify activity, gather information, or mitigate potential fraud losses in real time.
  • Handle inbound return calls from customers, branches or the Contact Center, communicating with internal staff regarding previously opened cases involving suspected fraud or high-risk customer concerns.
  • Provide clear, empathetic communication when speaking with customers, impacted by fraud, guiding them through necessary steps and setting expectations.
  • Educate customers on security best practices, fraud prevention measures, and tools available through the bank to reduce future risk, particularly following high-risk or attempted fraud events.
  • Customer Protection & Account Security Perform immediate protective actions for customers impacted by fraud, including but not limited to: Disabling online banking access Restricting or freezing accounts Placing holds on checks Evaluate the appropriateness of protective measures based on risk level and customer impact Document all protective measures taken and ensure proper follow-through according to bank policy.
  • Compliance Ensure all actions taken are compliant with internal policies, regulatory requirements, and industry best practices.
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This listing is sourced directly from United Community Bank's careers page and normalized into a canonical job model.