About this role
Our Bank, Our Purpose
Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. Its more than being a financial institution, its being a trusted ally and community partner. As Michigans largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do.
As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class medical benefit options. With a minimum of 3 weeks vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.
Role Responsibilities
As a Fraud Response Specialist I, you are a primary point of contact for customers and Relationship Managers when suspected or confirmed fraud impacts Mercantile Bank accounts, products, services, or payment channels. You will own routine to moderately complex consumer fraud matters from intake through closure, following established procedures while escalating higher-risk, unusual, commercial, legal, regulatory, or sensitive situations.
Key responsibilities include gathering and evaluating account, transaction, communication, and supporting documentation; coordinating authorized containment and service-restoration actions (e.g., restrictions, credential changes, stop payments, holds, returns/recalls, alerts, replacement accounts); identifying reasonable recovery opportunities and coordinating needed affidavits/indemnities and interbank communications; recommending practical safeguards; and maintaining complete, timely, objective, chronological case records. You will provide clear, professional status updates without promising reimbursement or outcomes prior to authorization.
Required qualifications:
- High school diploma or GED
- 1–3 years customer support experience or similar; plus 2–4 years in banking/customer service/operations (branch, deposits, fraud ops, Digital Banking, Treasury support, Loss Prevention, or comparable)
- Excellent written/verbal communication, strong organization and attention to detail, and ability to work independently and collaboratively
- Ability to complete Bank and departmental training
Preferred: technical aptitude with digital services; Word/Excel; associate/bachelors degree; dispute/fraud/payment/service-restoration experience. Apply to support disciplined, customer-focused fraud resolution.
A Typical Workday
Your day starts by reviewing new intakes and open cases, then prioritizing items based on time sensitivity and customer impact. Youll connect with customers and internal partners to clarify what happened, confirm what information is still needed, and set expectations for next steps. Throughout the day, youll track progress across multiple matters, record updates in a clear chronological narrative, and route questions to the right teams when complexity increases. Youll balance focused case work with scheduled check-ins, quick follow-ups, and brief huddles that surface trends and improvement opportunities. In a collaborative environment, youll rely on structured workflows, careful documentation, and steady communication to keep cases moving toward timely resolution. This position is located at our Park East office, and once trained, you have the opportunity to work 1-2 days a week from home.
Benefits Snapshot
Mercantile Bank offers a comprehensive benefits package designed to support your health, finances, and time away from work, including:
- Medical, dental, and vision coverage
- 401(k)
- Life insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Competitive salary
- Paid time off