Fraud Mitigation Qa Analyst

Location
Fargo Corporate Office - Desk Share
Job Description:
The Fraud Mitigation QA Analyst is responsible for conducting a secondary quality assurance review of the Fraud Mitigation Analyst phone calls and fraud alert reviews to provide timely feedback and ensure quality standards and compliance with policies and procedures. This position will also provide training to new Fraud Mitigation Analysts.
ESSENTIAL FUNCTIONS:

• Monitor and evaluate calls for compliance, customer service, and Fraud Mitigation tactics.
• Building and maintaining scorecards for team member evaluations.
• Determine quality expectations and criteria; proactively making suggestions on ways to maximize the effectiveness of the QA process.
• Train new Fraud Mitigation Analysts on Fraud Mitigation policies, procedures, and expectations.
• Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment.
• Works both independently and in a team environment.
• Develop and maintain a working comprehension of all department tasks and workflow.
• Ability to maintain composure in stressful situations, including resolving problems or concerns with potentially upset customers.
• Maintain a current thorough understanding of money laundering, terrorist financing and fraud issues including policies, procedures, regulations, industry best practices, criminal activities, and developing trends.
• Sound analytical, problem solving and organizations skills.

• Sound oral and written communication skills.
• Working knowledge of a Bank operating environment and applicable systems, including Microsoft Office.
• Exhibit 'Brilliant at the Basics' customer service skills and the ability to develop and maintain productive relationships with colleagues, management, and clients.
• To provide expected levels of service to Gate City Bank customers, co-workers, and vendors, prompt and reliable attendance is an essential function of this position.
• Must comply with all Gate City Bank policies, procedures, applicable laws, and regulations.

EDUCATION AND EXPERIENCE:
Associates or bachelor's degree in criminal justice or related field, or equivalent work or educational experience required, or related field desired; minimum of 1 year of BSA/AML/OFAC, Fraud or Call Center experience required or equivalent combination of education and experience. Preferred to maintain or pursue the Certified Anti-Money Laundering Specialist (CAMS) certification, Certified Fraud Examiner (CFE), or other BSA/Fraud Certification.
EOE/including Disability/Vets
Member FDIC