Reports to: Fraud Operations Officer

Functions Supervised: None

Primary Functions: Perform activities in support of Fraud department. Manage incoming and outgoing telephone interactions. Responsible for identifying, gathering, and reviewing documentation to support investigative activities for all cases related to online access, check fraud, financial exploitation, identity theft, and operational risk mitigation. Creating collection letters to other financial institutions to mitigate loss.

Duties and Responsibilities:

1. Receive inbound calls and place outbound calls to provide information to branches, the Member Service Center, lending departments and members on fraud, identity theft or Member Identification Program
2. Create and maintain complete and accurate case files including evidence and interview summary in the case management system.
3. Locate, save, and upload documents into case management system: account agreements, loan documents, check copies, IP address results, affidavits, collection letters, surveillance, etc.
4. Create affidavits and send to branches/members with support documentation.
5. Process inbound mail for Fraud Operations.
6. Locate surveillance and review recorded calls to support investigations.
7. Create and send collection letters to other financial institutions to mitigate loss.
8. Place calls to gather information from branches, lending departments, and members regarding fraud or identity theft.
9. Perform other duties as assigned.

Qualifications

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not Applicable

Experience/Skills: Self-motivated team player with ability to identify and resolve issues as well as earn the confidence and cooperation of members, employees, and third parties. Must have strong oral and written communication skills, and general knowledge of financial transactions. Comfortable with technology. Ability to understand and apply regulations and procedures to case evaluations.  

Tenure: Assignment to Fraud Operations Specialist I, (category 14), Fraud Operations Specialist II, (category 13), Fraud Operations Specialist III, (category 12), or to Senior Fraud Operations Specialist, (category 11), will be determined by the candidate’s education or experience. Advancement requires management recommendation and will be based on the candidate’s certifications and/or performance.

Compensation

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 11

$57,484 - $90,230 annually

Salary Pay Range: 12

$53,226 - $81,405 annually

Salary Pay Range: 13

$49,284 - $73,391 annually

Salary Pay Range: 14

$45,633 - $66,624 annually

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
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