Fraud Specialist - Remote

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

This hourly (non-exempt) position will be responsible for maintaining service integrity of calls within the customer service queue. This individual will also handle calls that pertain to Card/ACH disputes, fraud, and general account inquiries. In addition, this position will be responsible for identifying and investigating customer related issues to mitigate financial losses to the bank.

DUTIES & RESPONSIBLITIES:

Responsible for inbound and outbound calls.

Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations. 

Explain complicated topics in a clear and concise manner.

Maintain performance standards for service levels and queue.

Process disputes and fraud claim in accordance with First American Bank (FAB) policies and guidelines. 

Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting; escalate cases when applicable to senior specialists and/or management for further investigation.

Conduct follow up research to validate transactions, gather additional details or documentation. 

Utilize Reg E guidelines of call structure actively use logic and deductive reasoning during dispute, fraud, and account investigation calls to better understand and diagnose the situation.

Log cases in database detailing actions taken on accounts and conversations with customers. 

Participate in self development activities and First American Bank University (FABU) training courses to continually enhance customer service skills and job knowledge. 

Completion of all required compliance regulations.

Provide assistance and support to Customer Service Trainees and Card Services Representatives.

Other duties and tasks as assigned.

QUALIFICATIONS:

High school degree or equivalent. Successful completion of Card Services training within a financial institution preferred.

Minimum of two years in banking or related customer service related to fraud/loss prevention. Experience in a call center environment required.

Good knowledge of regulations relating to fraudulent activities and schemes, and strong ability to use logic and deductive reasoning through information gathering.

Ability to review and analyze fraud alerts to mitigate fraud losses to the Bank and submit Unusual Activity Reports for cases meeting a certain criterion to the BSA Team.

Responsibility involves reviewing customer accounts for the prevention and detection of possible fraud.

Demonstrated time management skills, professional communication with internal/external clients while demonstrating organizational skills and timely follow up.

Ability to multi-task and proven track record of working independently.

Ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.

Responsible for utilizing a case management system or processes to manage individual case load, document and archive assigned cases from case origination through resolution, and accurately articulate the circumstances and events of the investigation.

Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.

Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.

Bilingual Spanish preferred.

Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.

Flexibility to travel to attend training at our training center in Addison and branch locations is required.

Individual may also be required to travel to police departments to file reports and village court houses to attend legal proceedings, as well as external industry training and networking events.

Typically a 40 hour work week during normal business hours Monday-Friday (8:00AM to 6:00PM) and Saturday (8:00AM to 1:00PM); flexibility required.