Fraud Management Intake Specialist

Job Summary

The Fraud Management Intake Specialist I provides quality service to enhance our members’ financial relationships with the credit union while mitigating Fraud risk. The Intake Specialist provides primary phone support for members and internal customers (Service Center Agents, Branches, Corporate Departments) by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss to our membership.

Full Time:
Monday-Friday 11:00am-8:00pm;
Rotating Saturdays 8:00am - 4:30pm Shift Differential: A $1.00hr shift differential is paid for hours after 6pm M-F and all hours worked on Saturday Bilingual Differential:
Spanish Speaking Bilingual $1.00 Differential for use of language skill available

• Protects Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
• Partners with the Fraud Alerts Team, Fraud Investigations Team or Fraud Dispute-Recovery Team on complex fraud incidents.
• Assists Branches and Service Center with fraud-related overrides.
• Initiates card claims through case filing system (Quavo).
• Assists Members, Service Center and Branches with filing Zelle disputes.
• Provides status updates to internal and external members for all claim types through multiple systems.
• Assists in resolving Visa Fraud related card declines
• Partners with the Fraud Analysts to communicate complex card decline issues and provide feedback for RSM Rule adjustments.
• Reviews, advises and assists Branches, Service Center with suspicious check reviews and placing/removing holds across multiple systems.
• Conducts member interviews related to check concerns and Account Transfers such as Zelle, Account to Account (A2A), Member to Member (M2M).
• Provides applicable check holds/releases and applies account restrictions as needed.
• Resolves online banking restrictions on suspicious online/mobile sessions.
• Adds accounts to whitelists as appropriate to mitigate member impact.
• Communicates with third party vendor to report Zelle alert requests for block removal on member profiles.
• Assists and advises business units in resolving Red Flags concerns and verifying identity on new applications; approves General Membership applications by reviewing identity verification and applying conditions when identity concerns are present.
• Assist the Indirect Lending Team by reviewing applications from dealerships for concerns related to identity.
• Promptly and appropriately logs CRM complaints and submits SAR/UAR referrals.
• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Performs other duties as assigned.

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience. Ability to appropriate de-escalate calls.

High school diploma

N/A

Experienced in navigating and utilizing over 30 distinct computer systems and websites. Demonstrates strong proficiency in using personal computers…