Fraud Monitoring Specialist I

Overview:

The Fraud Monitoring Specialist I is a contributing member of the Payments – Fraud Mitigation team, supporting our charter to
balance fraud prevention with member service, recover funds when possible, while operating within regulatory compliance
and applying the appropriate guidelines.

The Fraud Monitoring Specialist I position will also support the team through prevention and mitigation of fraud, including
identification of trends, as well as assisting partners in Member Services and Branches to educate and inform members
regarding account-level abuse, risk, and potential losses.

Fraud Monitoring Specialists are expected to complete training associated with effective interviewing skills to ascertain root
cause of fraud.

This position effectively utilizes resources to consistently provide the very highest level of service to members, branches and
other departments, and works effectively in a team environment with a curious mind, embracing problem solving.

Duties are listed in order of greatest importance. Other responsibilities may be assigned.

Essential Functions

• Actively work through account Fraud Monitoring queues and reports, focusing on mitigation efforts and identifying fraudulent
  activity patterns within wire, external transfers, mobile fraud, etc.
• Analyze cases for risk assessment, making determinations if fraudulent activity exists or has the potential to incur, and take
  appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause.
• Identify member consumerism patterns, purchasing activity which may be considered ‘out of pattern’, transaction behavior
  from suspicious trends, utilizing all tools, and researching member accounts and relationships for appropriate action.
• Assisting internal and external members with inquiries and concerns related to account level risk and potential fraud activity
  and risk assessment, through multiple channel sources (phone, email, mail, internal delivery systems)
• Managing communications with members, other financial institutions, law enforcement, and appropriate parties involved in
  the investigation of fraud; interviewing for insightful information
• Able to handle and deescalate member discussions and resolve calls while providing guidance and education.

Additional Responsibilities

• Solid operational experience, with the ability to learn rapidly and adapt quickly to changing situations
• Evaluate requests for risk assessment relative to account activity, and perform maintenance level functions for
  membership accounts including online and mobile restriction, overall account limitations, and potential
  closure.
• Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members.

Work Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

Required

• Less than 1 year of experience: banking loss prevention experience requiring excellent judgment skills.
• 1-3 years of experience: Experience in a financial services customer oriented role, as well as backoffice operations.

Preferred

• Less than 1 year of experience: Applicable banking, risk management, or fraud detection/investigation experience.
• Less than 1 year of experience: Fraud risk management or fraud investigations experience (experience at a financial institution or multinational organization is a plus).
• Less than 1 year of experience: Ongoing monitoring of rules performance to ensure that agreed risk levels and positive customer experience are maintained.

Knowledge, Skills, and Abilities

• Excellent communication skills both written and verbal
• Understands procedures and policies related to transaction fraud, processing, and decision-making, to include general
  knowledge of fraud prevention controls and monitoring systems.
• Effective analytical skills and organizational skills.
• Outstanding interpersonal skills; a team player who encourages and models collaboration and positive problem resolution.
• Exceptional communication, writing, and customer service skills, and ability to maintain professionalism and a positive
  attitude.
• Manages time and resources to ensure all work is completed accurately and on schedule.
• Ability to coordinate and complete a variety of assignments simultaneously and prioritize work.
• Ability to collect and analyze information, problem solve and make decisions through observation and inference.
• Ability to work well in a team environment that promotes inclusiveness and communication among team members with a
  constructive, respectful attitude.
• Works independently, with minimal supervision.
• Strong attention to detail; consistently achieve thoroughness and accuracy in work.
• Understanding of credit union operations, procedures and applicable regulations.

Education

• High school (required)

Physical Demands
A thorough completion of this section is needed for compliance with legal standards such as the Americans with
Disabilities Act. The physical requirements described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job.

• Standing, walking and lifting occasionally.
• Sitting, talking, hearing, and repetitive motions constantly.

Travel

• Travel Is Required Travel through Oregon and SW Washington; Valid Driver's license required

Hours

Tuesday to Friday from 7:00 am to 4:00 pm, 8:00 am to 5:00 pm, 9:15 am to 6:15 pm and Saturday from 8:45 am to 3:15 pm