Help protect members from fraud in real time. If you’re calm under pressure, sharp with details, and strong on the phone, this role puts you on the front line of account security.
About Mountain America Credit Union
Mountain America Credit Union supports members with everyday banking and financial services across its regional footprint. This team focuses on fraud prevention and member protection, delivering fast, accurate support across multiple channels.
Schedule
- Full-time, Monday–Friday, 11:00 AM–8:00 PM
- Rotating Saturdays, 8:00 AM–4:30 PM
- Remote available (must live in: Utah, Nevada, Montana, Idaho, or Arizona)
- Hybrid option available (in office/remote)
- Starting pay: $19.90/hr (may increase with experience)
- Shift differential: +$1.00/hr after 6 PM (Mon–Fri) and all Saturday hours
- Bilingual differential: +$1.00/hr for Spanish-speaking bilingual skill use
- Not eligible to be performed in Colorado or Connecticut (remote or in-person)
What You’ll Do
- Provide primary phone support to members and internal teams on fraud-related questions
- File fraud affidavits and initiate card claims using the case filing system (Quavo)
- Resolve card, online/mobile, P2P, and other fraud alerts while mitigating loss
- Restrict/unrestrict accounts appropriately and resolve blocks/locks on suspicious sessions
- Interview members for alert investigations and help clear card alerts
- Support branches with suspicious check reviews and placing/removing holds
- Coordinate complex incidents with Fraud Alerts, Investigations, and Recovery teams
- Communicate with FIS on Zelle alert requests and block removals
- Complete initial ID Theft reports and recommend steps to secure member identities
- Manage incoming ServiceNow tickets for the Fraud Department and handle urgent items
- Log complaints and submit SAR referrals as needed
- Stay current on fraud trends and comply with applicable banking regulations (BSA, OFAC, FACT Act, GLBA, Reg CC/DD/Z/E, etc.)
What You Need
- 2+ years of retail banking or related financial services/customer service experience
- Strong multitasking skills and ability to stay composed during high-volume interactions
- Clear written and verbal communication skills
- Comfort working in a multi-channel environment (phone, chat, email)
- Ability to de-escalate calls and document feedback/complaints in a CRM
- Sound judgment for applying/removing fraud holds and restrictions
- Associate degree or equivalent work experience
- Working knowledge of PCs, Windows, browsers, email, and intermediate Word/Excel
- Fraud-related experience preferred
- Spanish bilingual skills preferred (differential available)
Benefits
- Fully remote option (within approved states) or hybrid schedule availability
- Shift differential pay for evenings and Saturdays
- Bilingual differential pay for Spanish-speaking support
- Role-specific training and exposure to fraud tools, systems, and investigations workflows
Hiring is active for this evening shift—apply while the spot is open.
If you want a steady remote role where your decisions directly protect people’s money, this is a solid lane.
Happy Hunting,
~Two Chicks…