Job Description

Position Summary

Provide monitoring and assistance with fraudulent activity on accounts. Expected to effectively answer customer and staff inquiries regarding the bank’s account fraud and payment resolutions in a professional manner.

Essential Duties & Responsibilities

  • Provide primary monitoring of online banking threats via anomaly detection software.

  • Monitor financial crime risk management software to detect and prevent fraud.

  • Provide maintenance to code fraudulent accounts with appropriate warnings.

  • Review consumer/business accounts including transaction history, online banking, Zelle and bill pay activity for the purpose of investigating and resolving fraud issues.

  • Investigate suspicious wire activity.

  • Answer phone inquiries regarding fraud activity.

  • Assist with processing counterfeit bills.

  • Work with supervisor and various police agencies regarding criminal charges and court cases.

  • Investigate and process Affidavits of Forgery pertaining to check fraud cases.

  • Assist with Monitoring and approval of Mobile Deposit Capture items.

  • Review ATM image software for fraud.

  • Serve as a backup for Overdraft Services.

  • Act as a subject matter expert in fraud and disputes.

  • Respond to internal/external customer inquiries within 2 hours.

  • Conduct fraud investigations and case creations in accordance with the Fraud Department Procedures for potential regulatory review.

  • Serve as a back-up for ATM/Debit card dispute processing in accordance with MasterCard Operating Regulations and REG E.

  • Perform other operational duties as assigned.

Experience & Education                                                

  • High school diploma or general education degree (GED) required.

  • One to two years fraud experience and/or training; or equivalent combination of education and experience.  

  • MasterCard experience preferred.  

  • Knowledge of rules and regulations related to financial fraud (Reg E, Reg CC, BSA). 

Skills & Abilities Required

  • Language Skills - Ability to read, write and speak English. Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

  • Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

  • Computer Skills - To perform this job successfully, an individual should have knowledge of database software, spreadsheet software, and word processing software. Ability to use ten key number function and financial calculator required.

Work Environment

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

  • Ability to work in a confined area.

  • Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

  • While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

  • Specific vision abilities are required by this job due to computer work.

  • Light to moderate lifting is required.

  • Regular, predictable attendance is required.

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Application Instructions

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