Fraud Prevention Representative

Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 100 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company's "banking for good" mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and prides itself in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There's an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
The Fraud Prevention Representative is responsible for assisting customers and branch personnel with questions in an efficient, friendly manner, while navigating multiple FirstBank systems and programs. This position will also be responsible for reviewing a high volume of transactions and making decisions on high-risk transactions to minimize losses. In addition, the Representative will provide professional communication to employees and customers including fulfilling document requests in a timely manner.
What you will do

• Assist customers and branches over the phone with questions in an efficient, friendly, and professional manner
• Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
• Review a high volume of customer transactions in an effort to identify fraudulent activity, such as account takeover, theft, and other similar risks
• Make decisions on the legitimacy of high-risk transactions using available resources to investigate suspicious activity
• Provide excellent and timely communication to customers and/or other employees
• Achieve a strong understanding of industry trends to identify possible fraud attempts
• Respond to document requests in a timely manner
• Understand when to escalate complex situations to more senior staff or management
• Work closely with 24-Hour Call Center, branch employees, Anti Money Laundering department employees, other centralized departments, and customers
• Work to prevent or recover losses caused by fraudulent activities
• Balance customer service and risk management in every decision
• Perform other duties and projects as assigned
• Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Requirements

• Entry-level job with little or no prior relevant work experience in the function

Preferred Requirements

• Previous customer service or banking experience
• Previous experience with FirstBank systems
• Previous fraud experience
• Previous experience analyzing data

Knowledge, Skills, and Abilities

• Decision-making
• Multi-task within multiple systems
• Excellent written and verbal communication
• Detail-oriented
• Problem solving
• Customer service
• Deadline driven
• Ability to work independently and within a team
• 10-key proficiency
• Proficiency with Microsoft Office, specifically Excel
• Ability to maintain a high level of productivity when working remotely

Working Conditions and Physical Requirements

• Frequently remains stationary throughout a typical business day
• Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
• Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
• Occasionally positions self to access drawers and shelves of various heights
• Frequently reaches for and handles paperwork and files
• Constantly communicates with customers, coworkers, and management in-person and on the phone
• Must be able to exchange accurate information

Salary Range
$20.00 Per Hour to $22.00 Per Hour
Statement of Benefits
FirstBank offers a suite of benefits that support our employees' professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D
FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.
*This job opportunity is expected to close on January 31, 2024*
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)