Job Summary

This position will be responsible for administering organizational fraud strategies and improving member experience by leveraging specialized skills and expertise to uncover and prevent fraud.  In partnership with Member Service Center and Branch Staff, along with Fraud Investigations, this position will focus on real-time fraud prevention to mitigate financial loss, safeguard reputation and support both members and frontline through the end-to-end fraud process. 

Role Details

• Perform member outreach on suspected or confirmed fraud activity identified by Fraud Investigations Manage inbound and outbound communications, including phone calls and emails, to address fraud-related inquires, account verifications and dispute resolutions with professionalism and urgency
• Refer potentially fraudulent activity to Fraud Investigators for further review
• Monitor and analyze daily fraud reports for abnormal activity
• Internal and external fraud support for case updates, answering fraud related questions, and fraud education. Review, process and decision disputes as necessary in accordance with applicable banking regulations
• Review and consult deposit and loan application alerts
• Provide additional support for override review and transaction approval
• Communicate common fraud themes and steps to mitigate, procedure review and applicable updates as required
• Possess a complete understanding of verification processes and organizational fraud strategy
• Review circumstances of fraud claims for applicable laws, regulations, loss liability, and funds recovery
• Assist in training opportunities with credit union employees on BSA/AML/fraud issues
• Identify and recommend improvements to the credit union’s Fraud program

Education and Experience Requirements:

• 2 years+ Financial Institution experience

Required Knowledge, Skills and Abilities:

• Advanced knowledge of credit union services and products
• Excellent time management skills and the ability to work both independently and as a member of a team
• Comfortable communicating to both small and large groups
• Strong analytical skills and attention to details
• Promote and support interdepartmental relationships
• Ability to handle personal and confidential information in a professional manner
• Strength in decision making and problem resolution skills
• Ability to communicate effectively in writing and orally
• Advanced system knowledge
• Must be able to be bonded
• Capable of effectively resolving interpersonal conflict and miscommunications
• Capacity to multi-task and adapt to change with systems, processes, and procedures

Preferred Knowledge, Skills and Abilities:

• Previous Contact Center and Customer Service experience
• Extensive CommunityAmerica experience preferred
• Prior lending experience
• Thorough knowledge and understanding of OFAC sanctions monitoring requirement, Bank Secrecy Act and USA Patriot Act

Physical Requirements:

• In this position, individual will be expected to lift up to 20 pounds from time to time. Also, must be able to stoop, bend, reach or stand for extended periods of time

• Working Conditions:
• This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes.