OVERVIEW
Responsible for the implementation of policies and procedures designed to prevent, detect, and mitigate fraudulent activity through analysis and verification. Includes conducting fraud investigations, analyzing data, and maintaining accurate fraud tracking reports to ensure monthly metrics are accurately reported. Routine engagement with customers through inbound and outbound calls. Fraud case maintenance and auditing to ensure accurate case processing and good customer experience. Regular reporting of fraud trends and case management findings. Work closely with other business units in proactively addressing issues and responding to potentially fraudulent activity.
REPORTING RELATIONSHIP AND SCOPE
This position reports directly to the Data Processing/Operations Project Manager.
This position reports indirectly to the Chief Operating Officer/Chief Risk Officer.
FLSA STATUS
This position is classified as Non-Exempt under the FLSA.
ESSENTIAL JOB FUNCTIONS
Review alerts generated by fraud detection software and take necessary action on all alerts.
Initiate outbound calls to customers and receive inbound calls to verify activity.
Identify and report fraud trends observed while working alerts and reports or during interactions with customers.
Carry out fraud countermeasures
Review and process compromised accounts alerts.
Independently decipher complex fraud situations and act as a resource for other departments regarding fraud case-related questions.
Train new fraud specialists entering Fraud Prevention team including job shadowing.
Review activity on fraud, lost, stolen, compromised accounts and take appropriate actions.
Identify, research, and resolve customer issues using available resources and systems.
Identify and escalate priority issues.
Maintain performance standards for service levels
Manage and prioritize caseload independently and maintain confidential information.
Follow-up on customer inquiries not immediately resolved.
Act as backup for all positions in the Processing department.
Check and respond to Internet Banking emails
Process and Perform ACH daily review
Process rejects
Process ACH disputes, check forgeries
Process cuts/ OD/NSF
Process internet banking transactions
Process Voice Response transactions
Interface ATM transactions
Process all incoming cash letters, reconcile batches, reject re-entry
Prepare all outgoing cash letters by required deadline
Perform any image research needed
Mobile deposits
Remote Deposits
ATM Deposits
Process all wires
Year End processing
Internet Banking/Mobile/Quicken support
Nightly update on Core Processing System
TIB and FED adjustments
Assist or Perform Maintenance and New release Versions of all Core and Ancillary Products
System enhancements
Treasury Management support
Maintain and promote a positive attitude while meeting productivity goals.
Implement approved system recommendations
New conversions
Establish and maintain a production-oriented environment:
Monitor workflow and production daily.
Ensure all daily objectives are met.
Analyze and make recommendations for equipment additions/upgrades.
Cross train on duties within the departments to back up any desk when needed
Troubleshoot and provide assistance to employees/customers on any inquiries, customer service issues, disputes, etc.
Assist in writing and updating procedures.
Attend all meetings and complete all training required to ensure regulatory compliance.
Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function.
Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity.
Responsible for making suggestions to improve branch/departmental operations and overall bank.
Perform other duties and assignments within the bank at Management?s request; accept any cross-training as directed by Management.
EQUIPMENT USE, PHYSICAL & MENTAL DEMANDS, AND WORKING CONDITIONS
Frequency: (R) Rarely 0-15%; (O) Occasionally (16-45%); (F) Frequently (46-100%)
EQUIPMENT USE
Telephones-F
Copier/Fax Machine-F
Computer-F
PHYSICAL & MENTAL DEMANDS
Light to Medium work-Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects, including the human body.
Stooping/Crouching-O
Standing/Walking-O
Sitting-F
Pushing/Pulling/Lifting-O
Fingering/Grasping-F
Repetitive Motions-F
Talking/Hearing-F
Reading/Writing-F
Close Visual Acuity-worker is required to perform such tasks as preparing and analyzing data and figures, transcribing, or viewing a computer terminal.
Interpreting Data-F
Problem Solving-F
Making Decisions-F
Organizing-F
WORKING CONDITIONS
Worker is subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes-F
Worker is subject to outside environmental conditions when traveling to branches/departments or when traveling to required bank meetings and training sessions -O
Worker is subject to local travel as required to branches/departments or when traveling to required bank meetings and training sessions -O
The above statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
Revised 10-2024
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