Job Description

Job Description

Job Description

Why Work at Bank First

At Bank First, we’re not just a bank—we’re a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the “Best Banks to Work For”. We combine professional excellence with a culture that truly values people. When you join Bank First, you’re joining a team that invests in your growth, supports your well-being, and celebrates your contributions.

Why You’ll Love Working Here

Imagine a workplace where:

• Your career growth is supported through training, mentoring, and advancement opportunities
• Flexibility allows you to balance work and life without compromise
• Your contributions directly impact guests and communities you care about
• You’re part of a culture built on respect, collaboration, and empowerment

At Bank First, you don’t just fill a role—you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.

About the Role: Fraud Prevention Specialist

The Fraud Prevention Specialist is responsible for protecting the Bank and its customers from financial loss by identifying, investigating, and resolving fraudulent activity and suspicious transactions. This position conducts investigations related to card and ACH disputes, check fraud, identity theft, account takeover, and other suspicious account or digital banking activity, while providing exceptional customer service with professionalism, empathy, and clear communication. The Fraud Prevention Specialist analyzes fraud alerts and reports, researches and validates transactions, processes fraud claims in accordance with Bank policies and regulatory requirements, and escalates complex cases when appropriate. The role serves as a key resource for frontline teams by providing fraud-related guidance, maintaining ongoing communication regarding case status, supporting training efforts, monitoring fraud mailboxes and call queues, and assisting with special projects and process improvements designed to reduce fraud risk and recover losses. This position requires strong analytical, investigative, and problem-solving skills, thorough documentation practices, and a commitment to staying informed on emerging fraud trends, prevention strategies, and industry best practices while supporting the Bank’s mission, policies, and standards of conduct.

Key Responsibilities

• Identifies and investigates customer related issues to mitigate financial losses to the bank.
• Provides high level of professional and courteous service using empathy when needed, while conducting account investigations.
• Handles customer calls and situations that pertain to Card/ACH disputes, check fraud, identity theft, and other suspicious accounts or digital banking activity.
• Takes ownership of the customer issue and maintains professional communication loop with frontline teams on the progress and status of the situation.
• Explains complicated topics in a clear and concise manner.
• Processes disputes and fraud claims in accordance with FNBT bank policies and guidelines.
• Analyzes and identifies potential fraudulent situations and suspicious activity through the monitoring of Verafin alerts, fraud prevention reporting, and other bank-end systems (MOX,Allied); escalate cases when applicable to management for further investigation.
• Conducts follow up research to validate transactions, gather additional details or documentation.
• Utilizes regulatory guidelines, logic and deductive reasoning during dispute, fraud, and account investigation calls to better understand and diagnose the situation.
• Pursues education and resources on fraud trends, mitigation efforts, and other industry information.
• Aids and support to frontline teams on fraud-related situations.
• Monitors and maintains fraud team mailbox and call group.
• Assists training Fraud Prevention Specialist I
• Assists with fraud special project work as needed
• Assists in creating process improvements to prevent high risk fraudulent activities and to recover any losses incurred.
• Clearly documents situations utilizing appropriate tools and tracking mechanisms.
• Understand and comply with Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program.
• Other duties as needed and assigned.

What We’re Looking For

• Bachelor’s degree required and/or equivalent experience
• Minimum 1-2 years of banking or other fraud related experience
• Knowledge of fraud, loss mitigation, and other program related compliance preferred
• Strong interpersonal skills with the ability to communicate with all levels of the organization
• Demonstrated time management skills, professional presentation, organizational skills and timely follow up
• Must have the ability to handle multiple tasks and work well under pressure
• Knowledge of applicable technology and systems
• Good understanding of applicable regulations and laws (NACHA, Regulation CC, Regulation E, Uniform Commercial Code, etc.) and strong ability to use logic and deductive reasoning through information gathering
• Written communication must be clear and concise with minimal errors and revisions
• Verbal communication must be professional and effective
• Customer focused and ability to deliver professional and empathetic customer service
• Takes initiative and ownership of suspicious or fraudulent situations from start to finish
• Keeps an open mind and remains flexible
• Inquisitive nature

About Bank First

Headquartered in Manitowoc, Wisconsin, Bank First serves communities across Wisconsin and the Illinois Stateline region. Our growth is built on relationship-based banking—getting to know our guests personally and helping them create lasting value.

Our Culture & Vision

We foster curiosity, creativity, and responsiveness while embracing individual differences. Employees are empowered with tools to succeed and supported in their careers. Our vision is to remain the top-performing, independent provider of financial services, delivering personalized solutions and value to guests and communities alike.

Our Values

Relationship Based | Community Focused | Innovative Solutions | Value Driven

Join Bank First and build a career where your contributions matter, your growth is supported, and your work makes a difference every single day.

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