To identify, review, investigate fraud activity, claims/cases and risk exposures from various delivery channels. Review transactional activities, internal/external inquiries, and perform investigations to protect Navy Federal and its members' financials and assets, and control and mitigate potential fraud loss. Ensure adherence to applicable federal and state laws, rules and regulations. Work is performed under close supervision. Perform basic/routine tasks requiring moderate analysis and solving problems of moderate complexity.
Responsibilities- Investigate various types of transactions/activities/cases (e.g., ID Theft and Synthetic ID, Check Fraud, Account Takeover fraud) including reported or alleged loss of assets from various business channels
- Respond to inquiries using various communication venues (including inbound telephone calls) to provide explanation for action taken in response to a specific alert or case
- Communicate with internal and external customers on fraud and security issues, problem resolution, account information and investigations
- Collect evidence and related documentation via available systems and methods; ensure chain of evidence/documentation is maintained in accordance with federal and state laws, rules, regulations and Navy Federal's policies and procedures
- Review data gathered to substantiate/disqualify a loss claim or charge off, and escalate as needed
- Research public record databases to identify, analyze and verify information related to primary investigations, validation reviews, discrepancies associated with information provided, and assess potential fraud risk
- Create detailed reports of investigations to include actions taken and results
- Prepare and maintain data for analysis and reference
- Detect fraud trends, red flags and recommend preventive measures to business units and management
- Monitor timeline from identification/notification of fraudulent activity to closure, ensuring service level agreements and regulatory requirements are met
- Collaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units processes and procedures, and identify risk potential for fraudulent activity
- Identify risk exposure/fraud activity, and recommend restorative/control action (e.g., freezing accounts, contacting/alerting members or appropriate internal/external security/financial personnel, adding restrictions or fraud alerts or holds to members accounts)
- Determine if suspicious activities are caused by processing errors requiring corrections and/or recommending to management changes to business policies and/or processes to prevent reoccurrence
- Support projects related to fraud detection, prevention or root analysis
- Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
- Maintain knowledge of applicable federal and state laws, rules, regulations, and Navy Federal policies and procedures
- Performs other duties as assigned
- Familiarity with applicable federal and state laws, rules and regulations (e.g., Bank Secrecy Act, USA Patriot Act, and OFAC regulations)
- Familiarity with fraud trends and threats
- Exposure to member/customer service, preferably in a financial institution or contact center
- Exposure to applying various analytical techniques used in determining and resolving fraud and identity theft in transactions and membership applications
- Exposure to working with all levels of staff, management, stakeholders, vendors
- Basic skill managing multiple priorities independently and/or in a team environment to achieve goals
- Basic skill determining "Intent" and "No Intent" scenarios
- Basic skill in identifying and responding to Red Flags (e.g., Known Fraud Patterns, Check Image Details, Membership Specific Info, etc.)
- Basic skill assimilating information, analyzing facts, and developing logical conclusions
- Basic skill interpreting and synthesizing large amounts of information
- Basic skill exercising initiative and using good judgement to make sound decisions
- Basic skill identifying and analyzing business requirements and recommending solutions
- Basic organizational, planning and time management skills
- Basic investigative, research, analytical, and problem solving skills
- Basic skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
- Effective active listening skills to accurately respond to inquiries and account requests
- Basic skill building relationships through rapport, trust, diplomacy and tact
- Basic skill to influence, negotiate, and persuade to reach agreeable exchange and positive outcomes
- Basic verbal and written communications skills
- Basic word processing, spreadsheet, and presentation software skills
- Associate's degree in Business Administration, Criminal Justice, Finance, or related field, or the equivalent combination of education, training, and experience
Desired Qualifications
- Bachelor's degree in Business Administration, Criminal Justice, Finance, or related field
- Familiarity with Navy Federal products, services, programs, policies, and procedures
Additional Information
Hours:
- Tuesday-Saturday, 8:00AM - 4:30PM
Location:
- 5510 Heritage Oaks Drive, Pensacola, FL 32526
- 141 Security Drive, Winchester, VA 22602
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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- Forbes® 2025 America’s Best Large Employers
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- 2025 Handshake Early Talent Award
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Skills Required
- Familiarity with applicable federal and state laws, rules, and regulations, including the Bank Secrecy Act, USA PATRIOT Act, and OFAC regulations
- Familiarity with fraud trends and threats
- Exposure to member or customer service, preferably in a financial institution or contact center
- Exposure to analytical techniques for determining and resolving fraud and identity theft in transactions and membership applications
- Exposure to working with staff, management, stakeholders, and vendors
- Basic skill managing multiple priorities independently and in a team environment
- Basic skill determining intent and no-intent scenarios
- Basic skill identifying and responding to fraud red flags
- Basic skill assimilating information, analyzing facts, and developing logical conclusions
- Basic skill interpreting and synthesizing large amounts of information
- Basic skill exercising initiative and sound judgment
- Basic skill identifying and analyzing business requirements and recommending solutions
- Basic organizational, planning, and time-management skills
- Basic investigative, research, analytical, and problem-solving skills
- Basic skill following, interpreting, and applying data, instructions, guidelines, procedures, practices, and regulations
- Effective active-listening skills
- Basic skill building relationships through rapport, trust, diplomacy, and tact
- Basic skill influencing, negotiating, and persuading to achieve positive outcomes
- Basic verbal and written communication skills
- Basic word-processing, spreadsheet, and presentation software skills
- Associate degree in Business Administration, Criminal Justice, Finance, or a related field, or equivalent education, training, and experience
- Bachelor degree in Business Administration, Criminal Justice, Finance, or a related field
- Familiarity with Navy Federal products, services, programs, policies, and procedures
Navy Federal Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Navy Federal Credit Union and has not been reviewed or approved by Navy Federal Credit Union.
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Retirement Support — A pension alongside a strong 401(k) match and additional retirement programs makes long‑term value a standout element of the total package. This combination is positioned as a differentiator among private employers.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is complemented by on‑site health services at major campuses. Wellness resources and typical offerings like an EAP broaden the health support available.
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Parental & Family Support — Paid parental leave, plus adoption and surrogacy assistance, indicate meaningful support for growing families. Education assistance further extends family and life‑stage support.
Navy Federal Credit Union Insights
What We Do
Navy Federal Credit Union is the world's largest credit union with over 12 million members, over $160 billion in assets and over 22,000 employees. As a credit union, we have members, not customers. At our campuses in Vienna, VA, Pensacola, FL and Winchester, VA, and in our more than 350 branches, we serve the men and women of the Armed Forces, Department of Defense, veterans and their families. We deliver world-class service, rooted in the belief that it is an honor and privilege to serve our members. We are committed to providing our members outstanding financial products and services. Navy Federal offers a career, not just a job. We are proud of the robust Total Rewards package we offer to our employees, including competitive salaries, incentive programs, comprehensive medical, dental and vision benefits, retirement plans with employer match, award-winning training programs, professional development programs, tuition assistance, paid leave, and work/life programs. Federally insured by NCUA. Equal opportunity employer. Android™ is a trademark of Google, Inc. iPhone® is a registered trademark of Apple, Inc. iPad® is a registered trademark of Apple, Inc. App Store(SM) is a service mark of Apple, Inc. Message and data rates may apply. FORTUNE and 100 Best Companies to Work For are registered trademarks of Time Inc., and are used under license. FORTUNE and Time Inc., are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. For more info, visit navyfederal.org
