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- Review detection system-generated alerts to identify fraudulent activities related to transactions, compromised accounts, and account openings.
- Investigate identified risks, make sound decisions on escalating risky accounts, place and remove restrictions, and secure compromised accounts.
- Determine required actions based on established procedures to protect the Bank’s assets; collaborate with supervisors on complex cases.
- Place appropriate holds on accounts with detected fraudulent activity and document actions timely and accurately to meet audit and compliance requirements.
- Build rapport with customers, merchants, financial institutions, and other personnel to resolve system issues or request additional information to support decisions on fraudulent activity.
- Meet established goals for metrics including call and case quality, productivity, and customer acquisition by maximizing service to customers.
- Assist in identifying and developing process enhancements to increase the efficiency of fraud detection activities.
- Identify and prevent loss from fraud reports, referrals from the fraud email box, and return items from multiple sources/platforms.
- Stay current on industry, national, and global fraud trends and prevention strategies, recommending tools, services, and practices for improvement.
- Complete ongoing compliance and remedial training as scheduled.
- Work closely with the Financial Crime team to escalate cases where appropriate.
- 1-2 years of experience in Fraud or Investigations within a financial institution.
- Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook).
- Strong understanding of the customer service experience.
- Self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
- Good analytical and problem-solving skills.
- Flexibility to work late or arrive early as workload demands.
- Degree/Diploma or equivalent military experience.
- Fraud Operations experience at a large retail bank.
