Deposit Ops Fraud Support Specialist - Charleston, Homestead or McKinney

SUMMARY/OBJECTIVES

The Deposit Operations Fraud Support Specialist (“Specialist”) plays a pivotal role in executing primary consumer and commercial account monitoring duties, which encompass essential daily operational tasks such as transaction processing, account reconciliation, and fraud detection. This position ensures that all transactions comply with regulatory requirements and Bank policies and procedures, adhering to security standards and confidentiality protocols for Bank records and customer information.

By diligently monitoring and managing customer accounts, the Specialist safeguards both the Bank and its customers from potential loss, contributing to the financial stability of an institution with assets exceeding $65 billion. This position requires an in-office presence on a weekly basis from one of the following locations:
Homestead, FL;
Charleston, SC; or McKinney, TX.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Perform critical maintenance functions on customer accounts and collaborate with other lines of business to prevent fraud and mitigate the risk of loss to the Bank and customers. Use critical thinking and make sound decisions by analyzing situations, evaluating potential problems and conducting extensive research to resolve issues.

Process requests by conducting in-depth research into records and transactions in accordance with federal and state regulations, Bank policy, and departmental procedures while balancing customer service and risk management. Assist internal customers (branches and other lines of business) with inquiries and guide them through applicable procedures. Conduct manual reviews to identify errors that automation may miss, ensuring the highest level of precision and accuracy.

Possess proficiency in time management by prioritizing duties, managing schedules effectively, and meeting strict deadlines without compromising accuracy. Work closely and communicate effectively with team members, other departments, branch staff, the Contact Center, and external customers to complete tasks accurately. Approach all situations logically and professionally to ensure positive customer outcomes. In cases where fraudulent activity is detected, the Specialist is responsible for facilitating the closure and re-opening of customer accounts.

This is a delicate process that requires a high level of precision and attention to detail. The Specialist must ensure that affected customers are promptly and effectively informed about the steps being taken to secure their accounts and prevent further unauthorized access. The Specialist is instrumental in maintaining the overall financial health and stability of the Bank by identify and address fraudulent activities.

This includes closing accounts that are deemed to be perpetrating fraud, thereby minimizing the potential for financial losses and reputational damage. The Specialist must be able to interpret complex data sets and discern patterns that could indicate fraudulent activities. This requires a keen eye for detail and a methodical approach to problem-solving. The Specialist must be able to clearly and concisely convey findings and recommendations to both internal teams and external customers.

This includes drafting detailed reports, participating in meetings, and providing guidance and support to customers who have fallen victim to fraud.

Follow documented procedures accurately. Maintain close attention to detail. Demonstrate strong analytical and account research abilities. Possess the skills to be able to learn and navigate necessary computer systems and websites. Understand mathematical principles. Be self-motivated and adaptable in a fast-paced environment. Work well under pressure, maintaining composure and meeting deadlines. Exhibit excellent communication, organizational, analytical, problem-solving, and time management skills.

Maintain confidentiality of sensitive information. Be assertive in all scenarios. Possess the ability to multitask regularly. Collaborate effectively with team members to ensure timely and…