Deposit Services Fraud Specialist in Monona, Wisconsin at Lake Ridge Bank

Make an impact with Lake Ridge Bank by protecting our clients by helping strengthen how we respond to, manage, and resolve fraud.

The Deposit Services Fraud Specialist supports the bank’s response to reported fraud events by coordinating operational activities involving deposit accounts, transactions, account protections, recovery and reimbursement follow-up, documentation, and communication across departments. The role serves as an operational resource for associates and internal partners, completes assigned account and transaction work, and follows outstanding items through resolution.

A key focus of the position is strengthening the consistency and effectiveness of fraud-related work within Deposit Services. The specialist develops and maintains operational processes, procedures, and job aids for Deposit Services teams, including documentation that supports backup coverage. The position works closely with other departments to understand their needs, clarify handoffs, and identify operational knowledge gaps; recommendations for formal training are communicated to Financial Crimes or the Training department. The position may have direct client contact for necessary operational follow-up and provides assigned Account Maintenance support.

Case Coordination

• Receive, document, prioritize, and track fraud-related operational requests, follow-up needs, and outstanding actions through completion.
• Contact clients when additional information, clarification, or operational follow-up is needed, in coordination with the teams managing the client relationship.
• Coordinate operational activities with Financial Crimes, Retail Banking, Deposit Services, Card Services, Digital Operations, Treasury Management, Client Support, and other partners.
• Help ensure appropriate account and transaction protections are identified, communicated, and completed by the responsible teams in a timely manner.
• Maintain accurate case records, supporting documentation, status updates, and clear ownership of open items; escalate delayed, sensitive, or higher-risk matters as appropriate.

Account Protection and Recovery

• Research relevant deposit account, transaction, payment, and digital banking activity to identify operational impacts, required actions, and potential concerns for referral.
• Complete assigned account protection and maintenance activities.
• Coordinate operational responses involving linked accounts, payment activity, cards, online and mobile banking access, credentials, and other affected services.
• Initiate or coordinate assigned recovery activities and maintain centralized tracking of recovery and reimbursement requests, supporting documentation, approvals, outstanding funds, and final outcomes.
• Prepare information and confirm completion of authorized reimbursement adjustments or fraud-loss actions; refer investigative and decision-making matters to Financial Crimes or other authorized parties.

Procedures and Knowledge Support

• Develop, document, and maintain clear fraud-related operational processes, procedures, checklists, and job aids specific to Deposit Services functions, including guidance that enables designated Deposit Services associates to provide backup coverage.
• Identify recurring questions and gaps in associates’ understanding of fraud-related operational requirements; recommend training needs to Financial Crimes or the Training department for evaluation and follow-up.
• Work closely with Retail, Financial Crimes, Treasury Management, and other affected departments to understand their operational needs, clarify responsibilities, and establish effective procedures and handoffs for Deposit Services activities.
• Provide case-specific assistance and clarification regarding Deposit Services account and transaction procedures within established authority, and refer broader fraud education or formal training requests to the responsible department.
• Review operational issues, recurring handoff concerns, and associate feedback to identify needed changes to Deposit Services procedures, controls, and workflows.

Financial Crimes Coordination

• Coordinate with Financial Crimes on operational actions, escalation paths, and account or transaction response steps consistent with established fraud-risk guidance; share identified operational training needs with Financial Crimes or the Training department.
• Identify unusual activity or patterns observed during operational research and promptly refer matters requiring formal investigation or fraud risk determination to Financial Crimes.
• Coordinate accurate client communications regarding operational account protections, documentation requirements, transaction follow-up, and next steps with the appropriate client-facing teams.

Monitoring and Improvement

• Perform assigned Q2 Patrol, Sentinel, and other approved monitoring or Account Maintenance support activities, based on business priorities and established procedures.
• Maintain organized, audit-ready operational records and provide case status, recovery, reimbursement, and workload information to management as requested.
• Identify recurring delays, incomplete handoffs, unclear responsibilities, and control or documentation gaps; recommend and support practical process improvements.
• Participate in testing, implementation, procedure updates, and operational communications for approved fraud-related systems, tools, and process enhancements.
• Provide secondary continuity support for the AML/CFT and SAR programs and Board AML/CFT reporting when designated under the department RACI-B matrix.

Additional Responsibilities

• Build strong working relationships across departments and support a consistent client experience.
• Maintain relevant technical and operational knowledge and participate in ongoing professional development.
• Attend bank and department meetings and perform other reasonable duties as assigned.

• High school diploma or equivalent required; additional education in business, finance, or a related field preferred.
• Experience in banking operations, deposit services, account maintenance, fraud operations, digital banking, or a related financial-services function.
• Working knowledge of deposit accounts, transaction processing, account servicing, and fraud-related operational controls.
• Ability to research account and transaction activity, maintain organized documentation, recognize issues requiring escalation, and coordinate multiple time-sensitive matters.
• Strong written and verbal communication, interpersonal, problem-solving, and organizational skills.
• Ability to document Deposit Services operational processes clearly, identify knowledge gaps, and coordinate effectively with cross-department partners.
• Proficiency with Microsoft Office and ability to learn bank systems, monitoring platforms, knowledge tools, and new technologies.
• Ability to handle confidential information, exercise judgment, collaborate across teams, and represent the bank professionally.
• Ability to represent the organization in a professional, positive manner.

Preferred Qualifications:

• Additional post-secondary education in a related field and/or additional relevant training, education or industry certifications.
• Previous experience documenting account servicing procedures, internal operational job aids, or cross-department workflows.
• Previous experience with fraud-related account protections, payment investigations support, recovery coordination, and operational process improvement.

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.