Senior Fraud Analyst Back Office (ATM)

Job Description:

Handles more complex and/or escalated customer situations regarding possible fraudulent account activity. The incumbent may complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Decisions are made based on judgment and research, extensive job experience, and following established procedures and guidelines, while leveraging multiple systems/tools. The incumbent will decision accounts under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency. Delivers practical, innovative solutions to customers/clients while focusing on retention and re-establishing customer’s confidence. Responsible for coaching and assisting associates with moderately complex research and analysis of account activity to assess levels of risk and fraud type. Provides testing of new procedures & systems. Typically reports to Fraud Detection/Prevention Supervisor.

LOB Description: Our Detection Analysts perform complex judgmental reviews of high risk activity to maximize approval of legitimate transactions, minimize customer impact at the Point of Sale, identify fraudulent activity and restrict account activity when necessary to avoid further risks. Our teammates are educated through in-depth training and have opportunities for ongoing development and growth.

Required skills:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection
• Has strong analytical & organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
• Is able to multi-task including researching information through multiple systems in order to make judgmental decisions based on the data reviewed.
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and customer experience
• Is comfortable taking inbound or making outbound calls to clients in a high production focused environment.
• Communicates clearly and confidently, and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Efficiently manages your time and capacity.
• Can commit to work weekends and/or extended hours as required to operate the business.

Desired skills:

• Experience working in an environment where both individual and team goals are routinely met or exceeded.

Shift:

1st shift (United States of America)

Hours Per Week:

40