Operations Fraud Supervisor at Burke & Herbert Financial Services

Job description

CLASSIFICATION: Non-exempt REPORTS TO: Deposit Operations Manager DATE: October 14, 2026 JOB DESCRIPTION Summary/Objective Responsible for the daily supervision, performance, and development of Fraud Analysts who monitor and investigate potentially fraudulent activity across ACH, wire transfers, Zelle, online banking, and check processing. This role manages workflow and service levels, provides escalation and quality oversight, and ensures investigations and loss-mitigation actions are timely, consistent, well documented, and compliant with applicable laws, regulations, network rules, risk thresholds, and Bank procedures. Also maintains effective controls, identifies emerging fraud trends, and partners with internal stakeholders to reduce fraud exposure and customer impact. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Directly supervise Fraud Analysts, including assigning work, monitoring performance, providing coaching, conducting performance evaluations, addressing attendance or performance concerns, and supporting hiring and disciplinary processes in coordination with management and Human Resources. Manage daily fraud-alert queues, staffing coverage, case assignments, escalations, and competing priorities to meet service levels and risk-response expectations. Provide final or elevated review of complex, high-risk, unusual, or financially significant fraud investigations and determine appropriate action within delegated authority. Ensure consistent investigation and disposition of alerts involving ACH, wire transfers, Zelle, online banking, check transactions, account takeover, scams, and unauthorized activity. Oversee transaction-specific actions, including ACH returns and adjustments under NACHA rules; wire verification and rejection; account restrictions and blocks; check-return decisions; customer notification; recovery activity; and management, BSA/AML, Information Security, or Legal escalation. Conduct and document quality reviews of investigations, alert dispositions, customer communications, and case records to confirm accuracy, procedural compliance, sound judgment, and appropriate escalation. Establish clear performance expectations and provide regular feedback, technical guidance, coaching, cross-training, and development opportunities for assigned employees. Monitor fraud trends, operational losses, alert volumes, case aging, false-positive patterns, control breakdowns, and recurring issues; provide management reporting and recommend corrective actions. Maintain fraud procedures, job aids, approval authorities, escalation standards, training materials, and workflow controls to support consistent execution and effective internal controls. Coordinate with branches, Customer Service, Digital Banking, Deposit Operations, BSA/AML, Information Security, Risk, Compliance, and other partners to resolve cases and address emerging threats. Lead operational response to significant fraud events, control failures, or service disruptions and ensure timely communication, containment, documentation, and escalation. Ensure employee actions and case decisions comply with applicable laws and regulations, network rules, confidentiality requirements, record-retention standards, and Bank policies. Support audits, regulatory examinations, risk assessments, complaint reviews, and management inquiries by providing complete and accurate documentation and remediation updates. Promote a customer-focused, risk-based approach that balances fraud prevention, loss mitigation, regulatory obligations, operational efficiency, and customer impact. Other Duties Stays informed of relevant fraud trends, compliance requirements, payment-network rules, and operational changes. Participates in system implementations, rule tuning, testing, procedure changes, and fraud-control enhancements as assigned. Performs other duties as assigned. Skills/Abilities Strong supervis