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Form of workPOSITION SUMMARY This position serves primarily external customers; however, responsibilities also include serving internal customers whenever the opportunity presents itself. This position does not involve direct day to day supervision of employees. Confidentiality of customer information cannot be overstated.
It is expected that all customer information be kept in the strictest confidence. We must do whatever it takes to ensure that our relationships with the public are not jeopardized.The purpose of this position is to provide excellent customer service while minimizing bank losses, including both financial and reputational. The position is responsible for maintaining compliance with Regulation E through the investigation and resolution of unauthorized transfers and transactions, and additionally is a resource regarding identity theft claims and other types of fraud.
SKILLS & ABILITIES Customer Service: Responds promptly to customer inquiries using effective and clear oral and/or written communication. Understands the importance of customer satisfaction and retention Accountability: Capable of exercising good judgement and confidence to execute Professionalism and Attitude: Present self in a professional manner, and exhibit positive attitude Attention to Detail: Regularly produces accurate work and exhibits pride in quality of work, while correcting imperfections without prompting Time Management: Meets deadlines through careful time management and effective organization of tasks with multiple interruptions Collaboration/Working with Others: Works effectively with peers, management, and independently, self-motivated to succeed Proficient in use of technology Propensity to recognize irregular or suspicious transactions and take steps to resolve issues DUTIES & RESPONSIBILITIES Follow error resolution procedures as defined by Regulation E, Electronic Fund Transfer Act (Reg E) Research and maintain detailed records of POS/ATM errors, offages and charges, including losses and recoveries Recognize and resolve identity theft claims Recognize and resolve internet/telephone scams Assist CSRs and Customer Transaction Representatives with the resolution of check fraud and counterfeit items Work closely with the BSA Officer to identify suspicious activity and conduct fraud research for required reporting Provide fraud education internally and externally Monitor newsbytes from regulatory and fraud trade organizations, including notifications of fraudulent items Develop and maintain external contacts/resources such as MBA Legal, Fiserv Card Services, and other local banks to assist in resolving risk/fraud related situations Initiate reports with law enforcement on the bank's behalf for cases in which the bank is the victim; this potentially includes court appearances Develop and maintain written procedures for each of the fraud related duties Gain knowledge of MasterCard Operating Rules as they relate to FNBB and the MasterCard debit card program Research reports generated by CaseTracker fraud detection software Gain broad knowledge of bank products and services Investigate disputed transactions and file chargebacks to attempt to recover funds Track and report fraud statistics for use of the Information Security Committee and/or Chief Risk Officer, as well as other department-specific fraud data, such as Zelle Complete Incident Reports under the direction of the Chief Risk Officer, Information Security Officer, and/or BSA Officer Recognize cross selling opportunities for other products and services offered at FNBB Ensure backups for the position are properly and thoroughly trained Attend required staff meetings Follow security procedures Support a diverse and inclusive culture Abide by all policies, procedures, and expectations set forth in the Employee Manual or requested by management
