Fraud Analyst - Communications Sat

Position: Fraud Analyst I - Communications- Mon-Fri 11:00am to 8:00pm, Sat 9:00am to 3:00pm
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GENERAL FUNCTION:

The Fraud Analyst I is a cross functional position within Fraud Operations. Fraud Analyst Is can support the Fraud Detection, Fraud Communication, and Domestic Collections teams based on staffing and business needs.

Fraud Detection - Responsible for analyzing and decisioning alerts on fraud detection systems to determine what actions need to be taken (e.g., placing holds, opening cases, etc.). Fraud Detection responsibilities includes both verbal and written communication to internal and external customers.

Fraud Communication – Responsible for handling direct communications with bank customers, bank employees, and offshore fraud call service partners. Communications are handled via phone calls (customer, bank employees, offshore partner) and chat (Retail bank employees and offshore partner).Domestic Collections – Responsible for processing and decisioning fraud check dispute claims . Includes working alerts, dispute cases and inbound call inquiries supporting the customer, retail partner and bank transfers.

Fraud Detection, Fraud Communication, and Domestic Collections functions require attention to detail, multi-tasking, communication, and critical thinking skills. Fraud Analyst Is also assist Fraud Operations leadership in developing policies and procedures to enhance processes and reduce fraud risk.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Review, analyze, and decision fraud detection system alerts in accordance with the Fraud Department’s policies, processes, and procedures.

Communicate directly with customers and bank personnel to address fraud risk and concerns, educating on fraud topics as needed.

Open and prep fraud cases.

Appropriately escalate matters associated with fraud activity that warrant engagement to supervisory staff.

Provide fraud-related support and work with the first line of defense for the Bank.

Work with various business units to understand the alerted activity and ensure compliance with laws.

Meet scheduling and time tracking expectations to support performance tracking.

Meet performance, quality, and customer service standards.

Perform other duties as required.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES

REQUIRED:

One to three years of experience in fraud, banking, investigative work, or a related field preferred.

Associate's degree or equivalent work experience.

Strong analytical, problem-solving, multi-tasking, and conflict resolution skills.

Strong oral and written communication skills; ability to communicate effectively verbally and in writing with internal and external customers on fraud related matters.

Functional understanding of federal and state laws and regulations related to fraud as well as functional understanding of bank fraud industry trends.

Proactive in identifying potential concerns and following-up to resolve such issues.

Excellent teamwork, interpersonal, and relationship building skills.

Ability to make decisions or know when to escalate matters to management.

Ability to collaborate with others, initiate action, adapt to change, and accept challenging assignments.

Ability to communicate effectively with management.

Ability to work independently and complete assigned work in a timely and accurate manner.

Proficiency with Microsoft Office Suite.#LI-GM1

Work schedule – availability Mon-Fri 11:00am to 8:00pm, Sat 9:00am to 3:00pm (5-day work week)40 hr week, M-F weekday schedules adjusted for 34.0 hours and Sat 6.0 hours
** Training schedule will be Mon-Fri 9:00am to 6:00pm

WORKING CONDITIONS:

Position is…