Fraud Resolution Specialist Jobs (NOW HIRING)

Summary

The Fraud Analyst / Deposit Quality Control Specialist is responsible for identifying, investigating, and mitigating fraud risks across all departments of the bank while ensuring the integrity and quality of deposit operations. This role serves as the primary liaison between the bank and GBCI Fraud and plays a critical role in protecting one of the customer’s most important assets, their financial accounts.

The ideal candidate must demonstrate strong analytical skills, attention to detail, and a high level of empathy and professionalism when assisting customers facing potentially stressful fraud situations.

This role also provides backup support for the Deposit Quality Control (QC) function to ensure compliance with internal policies, regulatory requirements, and operational standards.

The compensation pay range for this position is $23.89 - $27.45 per hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

DUTIES AND RESPONSIBILITIES:

• Investigate fraud events and suspicious activity across all bank departments.
• Partner with GBCI Fraud to investigate confirmed or suspected fraud cases.
• Serve as the primary point of contact between GBCI Fraud, bank employees, and customers.
• Provide timely updates, coordination, and resolution communication on fraud cases.
• Document investigative findings and escalate complex or high-risk cases as appropriate.
• Attend and actively participate in monthly fraud meetings.
• Provide empathetic, professional support to customers experiencing fraud-related issues.
• Recognize the sensitive nature of fraud events and respond with understanding and urgency.
• Ensure clear and consistent communication between all stakeholders throughout the fraud resolution process.
• Review and stay current on Fraud Policy and procedural updates.
• Ensure changes are clearly communicated and implemented across the organization.
• Monitor adherence to fraud policies and recommend improvements where appropriate.
• Regularly review GBCI policy and procedure updates via the bank intranet to ensure compliance.
• Develop and deliver training programs for employees on fraud detection, prevention, and response.
• Promote fraud awareness across all departments and customer education through ongoing training and communication.
• Deposit Quality Control: Performs quality control for all retail and business branch documentation to ensure compliance with policy, division and GBCI standards to include the following:

o  Deposit account maintenance

o  New DDA, SAV, and CD accounts

o  Change of Address and Phone number maintenance
o  Account status changes
o  New CIF Setups
o  Debit Card applications

o  Closed DDA, SAV and CD accounts
o  Superseded DDA, SAV and CD accounts
o  POA, Executor, Personal Rep, Guardian, Conservatorship Documents
o  Account relinquishments
o  Night Drop Agreements
o  Debit Card opt in/opt out
o  AFT/Sweep transfer forms
o  Beneficial Ownership forms

o  Certificate of Trust

• Verifies that all required deposit documents are scanned and reviewed in Synergy in a timely manner.  
• Verifies the correctness of information entered within the JHA Xperience and Synergy systems.
• Identifies all line items with exceptions and send to the Branch Operations Managers on a weekly basis and notate all items which have been resolved
• Actively works and completes all Synapsys events timely.
• Performs quality control for all retail and business branch documentation to ensure compliance with policy, division and GBCI standards.
• Reviews all GBCI policy and procedures updates on bank intranet as frequently as necessary in order to ensure work is being completed correctly.
• Participates in growth and development through regularly scheduled feedback
• Performs job functions in compliance with all company policies, federal and state rules and regulations, including, but not limited to Bank Secrecy Act, Anti Money Laundering Act, Offices of Foreign Asset Control, Graham Leach     Bliley and Sarbanes Oxley.
• Other duties as assigned

QUALIFICATIONS:

• High school education or equivalent required
• Three years bank deposit operations and or fraud analyst experience preferred
• Previous office experience and prior use of basic office equipment preferred

KNOWLEDGE, SKILL, ABILITY:

• Experience with Microsoft Office products: Word, Excel, and Outlook
• Knowledge of Jack Henry Silverlake
• Knowledge of general banking products and terminology
• Must possess excellent multi-tasking skills and be able to function under pressure
• Must have effective written and oral communication skills
• Ability to apply logical or critical thinking to define problems, collect data, establish facts, and draw conclusions
• Ability to interpret a variety of technical instructions and can deal with multiple variables
• Communicate effectively both verbally and in writing with others in a clear, thorough, and timely manner
• Demonstrate a high level of organization, ability to prioritize and multi-task with attention to detail and accuracy, manage multiple projects, demonstrate self-motivation and ability to follow through with tasks
• Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner and maintain credibility with others
• Ability to produce work within directed timeframe without compromising integrity or quality of work
• Maintain strict confidentiality regarding any information obtained during the course of performing job duties; adhere to Bank policies and procedures regarding confidentiality

WORK ENVIRONMENT: Work performed in an office environment. Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee 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 employee is often required to: sit; use hands in repetitive motions, talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.
Specific lifting abilities required by this job include exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
This position requires close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.  Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.  Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.