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Job Summary:
Performs moderately complex research and analysis of fraud prevention software and various reports to proactively identify and prevent fraudulent activity. Investigate reported cases and coordinate case resolutions. Works within regulations and all guidelines set forth within the Risk Management Department.
Provides secure, accurate, responsive, and courteous customer service to both internal and external customers at all times.
Primary objective of this position is to be a trusted advisor to every internal and external customer. Inspires confidence and builds lasting relationships by consistently exhibiting each of the trusted advisor skills in order to help our customers identify and achieve their financial goals.
Essential Job Duties:
- Work the Verafin Software Program; investigate and resolve alerted activity.
- Review various reports and identify fraudulent activity; investigate and resolve activity.
- Assists in ongoing monitoring of fraud detection, risk and safeguarding of customers information. Escalates issues immediately and takes necessary steps to prevent and/or minimize loss to the bank.
- Take calls and handle customer reported fraud; work closely with Service Center on customer reported fraud.
- Follow up with external/internal customers on escalated fraud issues.
- Research and stay up-to-date on emerging fraud trends.
Other Job Duties:
- Review teller deposits and Smart Deposits to place Reg CC holds as needed.
- Process Levies/Freezes by following established procedures.
- Answer phones and handle customer problems/requests.
- Restitution Payments, Counterfeit Money filing and reports.
- Interact with customers on account information (i.e. Reg CC holds, Levies/freezes, and fraud claims).
- Other duties as requested by their supervisor or other management representatives of the bank.
Job Requirements
Qualification Requirements:
- High school education or equivalent, some college preferred.
- 3-5 years experience in bank operations, preferably in fraud prevention.
- Strong decision-making skills and attention to detail.
- Excellent customer service skills required.
- Strong understanding of Rec CC, Reg E, ID Theft/Red Flags, BSA/AML
- Must be able to handle multiple tasks accurately and be detail oriented.
- Strong confidentiality required.
- Ability to deal effectively and tactfully with internal and external customers.
- Professional appearance and demeanor.
- Must be proficient in Microsoft Word, Excel and Xperience.
- Must comply with all bank policies and procedures that are job related and/or consistent with business necessity.
- Must be able to perform the essential functions of the job with or without reasonable accommodation and without posing a direct threat to the health and safety of self or others.
General Physical Demands and Workplace Conditions:
- Must be able to exert up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to lift, carry, push or pull or otherwise move objects within the immediate work station.
- Must be able to walk, sit or stand frequently, up to 50% of the time.
- Must be able to tolerate encounters with coworkers and customers under the following conditions:
- Atmospheric pollutants or allergens, including but not limited to fumes, odors, dusts, poor ventilation;
- Changes in indoor/outdoor temperatures encountered in travel between buildings and branches.
- Other physical attributes required to successfully perform the essential functions above include finger agility, talking, and listening.
Job Reference: TSC00642
