• Job Description

  Req#: FRAUD001822

  THIS POSITION REPORTS TO:
  VP – Fraud Prevention Manager
  MINIMUM REQUIREMENTS FOR POSITION:
  Bachelor’s degree required and/or equivalent experience Minimum 1-2 years banking or other fraud related experience Knowledge of fraud, loss mitigation, and other program related compliance preferred Strong interpersonal skills with the ability to communicate with all levels of the organization Demonstrated time management skills, professional presentation, organizational skills and timely follow up Must have the ability to handle multiple tasks and work well under pressure Knowledge of applicable technology and systems Good understanding of applicable regulations and laws (NACHA, Regulation CC, Regulation E, Uniform Commercial Code, etc) and strong ability to use logic and deductive reasoning through information gathering Written communication must be clear and concise with minimal errors and revisions Verbal communication must be professional and effective Customer focused and ability to deliver professional and empathetic customer service Takes initiative and ownsership of suspicious or fraudulent situations from start to finish Keeps an open mind and remains flexible Inquisitive nature
  PRIMARY ACTIVITIES AND RESPONSIBILITIES:
  Identifies and investigates customer related issues to mitigate financial losses to the bank.
  Provides high level of professional and courteous service using empathy when needed, while conducting account investigations.
  Handles customer calls and situations that pertain to Card/ACH disputes, check fraud, identity theft, and other suspicious account or digital banking activity.
  Takes ownership of the customer issue and maintains professional communication loop with frontline teams on the progress and current status of the situation.
  Explains complicated topics in a clear and concise manner.
  Processes disputes and fraud claims in accordance with FNBT bank policies and guidelines.
  Analyzes and identifies potential fraudulent situations and suspicious activity through the monitoring of Verafin alerts, fraud prevention reporting, and other bank-end systems (MOX, CST, DPXPay); escalate cases when applicable to management for further investigation.
  Conducts follow up research to validate transactions, gather additional details or documentation.
  Utilizes regulatory guidelines, logic and deductive reasoning during dispute, fraud, and account investigation calls to better understand and diagnose the situation.
  Pursues education and resources on fraud trends, mitigation efforts, and other industry information.
  Provides assistance and support to frontline teams on fraud related situations.
  Monitors and maintains fraud team mailbox and call group.
  Assists in creation of process improvements to prevent high risk fraudulent activities and to recover any incurred losses.
  Clearly documents situations utilizing appropriate tools and tracking mechanisms.
  Understand and comply with Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program
  Other duties as needed and assigned

• About the company

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