Position Overview
The Client Protection & Recovery Specialist supports the Client Protection & Recovery team by managing fraud cases from initial alert or report through investigation, resolution, and closure. This role is responsible for protecting client assets, communicating directly with affected clients throughout the case, coordinating recovery efforts, and documenting all activity across multiple fraud monitoring, case management, and banking systems. The Specialist evaluates complex situations, exercises sound judgment, and coordinates with internal partners to resolve cases in a timely manner, escalating issues as appropriate. This role requires a strong commitment to client service, attention to detail, professionalism, and discretion.
Primary Duties and Responsibilities
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Minimum Qualifications
Preferred Qualifications
Our Way
Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work
Make a meaningful difference in our community through our service and financial support
Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators
Benefits
You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight:
THE BANK OF TAMPA IS AN EQUAL OPPORTUNITY EMPLOYER
A DRUG FREE WORKPLACE
E-VERIFY EMPLOYER
The Client Protection & Recovery Specialist supports the Client Protection & Recovery team by managing fraud cases from initial alert or report through investigation, resolution, and closure. This role is responsible for protecting client assets, communicating directly with affected clients throughout the case, coordinating recovery efforts, and documenting all activity across multiple fraud monitoring, case management, and banking systems. The Specialist evaluates complex situations, exercises sound judgment, and coordinates with internal partners to resolve cases in a timely manner, escalating issues as appropriate. This role requires a strong commitment to client service, attention to detail, professionalism, and discretion.
Primary Duties and Responsibilities
- Reviews daily alerts across multiple systems, including Sentinel (Q2) and Abrigo, to identify potential check, ACH, wire, card, or digital fraud.
- Investigates flagged transactions and complex fraud situations, evaluates evidence, determines transaction legitimacy, and takes appropriate action to restrict, hold, resolve, or escalate issues in accordance with internal policies.
- Facilitates end-to-end fraud case resolution, from initial alert or report through investigation, recovery efforts, final resolution, and case closure. Maintains complete and accurate records of client contact, evidence, decisions, actions, and outcomes across multiple systems, and follows up on outstanding items through completion.
- Communicates directly with clients throughout the fraud case to verify activity, gather information and affidavits, explain next steps, provide timely status updates, communicate the resolution, and educate clients on prevention and recovery procedures.
- Coordinates account freezes and re-establishment of accounts and services with Deposit & Payment Operations and Treasury Services.
- Collaborates with Legal and FIU on recovery efforts, claim letters, and law enforcement coordination.
- Tracks and updates fraud losses, recoveries, and timelines.
- Maintains confidentiality and comply with all internal policies and regulations (Reg E, Reg CC, BSA, OFAC).
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Minimum Qualifications
- 1 year of customer service or client-facing experience in a banking, financial services, or related environment.
- 1 year of experience in fraud investigation, financial crimes, risk management or bank operations OR a 2-year degree preferably with a business or finance focus with equivalent combination of education/experience
- Ability to learn and navigate multiple systems and maintain in-depth knowledge of applicable services, products, and applications
- Familiarity with fraud prevention tools and techniques, with the ability to analyze complex situations, identify solutions, and follow through to resolution
- Strong verbal and written communication skills, including the ability to communicate directly with clients, explain complex situations clearly, demonstrate empathy and professionalism, and provide support and timely updates throughout case resolution.
- Proficient in Microsoft Office Suite
Preferred Qualifications
- Working knowledge of multiple fraud monitoring, case management, and banking systems, including Abrigo, Premier, Q2, and Centrix
- Understanding of operational fraud across various payment rails (check, wire, ach, card, etc.)
- Experience with Fiserv Premier software systems
- Prior client phone service experience
Our Way
Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work
Make a meaningful difference in our community through our service and financial support
Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators
Benefits
You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight:
- Eligibility for health, dental, vision, life and disability insurance coverages
- Retirement Plan - 401k with matching
- ESOP- Employee Stock Ownership Plan
- Time away from work - vacation time, sick time and holidays
- Paid parental leave
- Tuition Assistance
- Professional development opportunities
THE BANK OF TAMPA IS AN EQUAL OPPORTUNITY EMPLOYER
A DRUG FREE WORKPLACE
E-VERIFY EMPLOYER