JOB DESCRIPTION:

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

REQUIRED QUALIFICATIONS:

• Strong analytical and organizational skills
• Demonstrated ability to solve complex problems by reviewing related information.
• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.
• Customer centric approach
• Demonstrates a strong sense of urgency
• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Ability to follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Good time management skills
• Flexible to work weekends and/or extended hours as needed.

DESIRED QUALIFICATIONS:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.
• Experience working in an environment where both individual and team goals are met or exceeded routinely.

SKILLS:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building
  Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department’s system, and financial controls
• Records data captured during client interactions accurately