Fraud Management Intake Specialist

Fraud Management Intake Specialist at Mountain America Credit Union

The Fraud Management Intake Specialist provides primary phone support for members and internal customers (Service Center Agents, Branches, Corporate Departments) by answering general fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss to our membership. This position provides quality service across multiple communication channels to enhance our members’ financial relationships with the credit union.

Please note: We can only consider candidates from Utah, Nevada, Montana, Idaho, Arizona.

Location

Remote in MACU Footprint - Fully Remote Available. Hybrid Schedule also available In Office/Remote.

Schedule

Full Time: Monday-Friday 11:00am-8:00pm; Rotating Saturdays 8:00am - 4:30pm.

Compensation

This position starts at $19.90/hr and can increase depending on experience. A $1.00/hr shift differential is paid for hours after 6pm M-F and all hours worked on Saturday. A Spanish Speaking Bilingual $1.00 Differential for use of language skill is available.

Main Responsibilities

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Maintains attention to detail to ensure the protection of Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
• Promptly partners on complex fraud incidents with the Fraud Alerts Team, Fraud Investigations Team or Fraud Recovery Team.
• Assists internal teams with fraud-related overrides.
• Initiates card claims through case filing system (Quavo).
• Provides status updates for all claim types through multiple systems.
• Assists in clearing out card alerts by interviewing members who call back in on an alert investigation.
• Review, advise and assist branches with suspicious check reviews and placing/removing holds.
• Resolves suspicious card, P2P, and other alerts on member accounts.
• Resolves blocks and locks on suspicious online/mobile sessions. Adds accounts to whitelists as appropriate to mitigate member impact.
• Communicates with FIS on Zelle alert requests for block removal on member profiles.
• Assists and advise other business units to appropriately resolve Red Flags concerns, identity verification on new applications and applications conditions.
• Completes initial ID Theft reports and appropriately recommends further actions to secure the legitimate member’s/consumer’s identity until an investigation can occur.
• Oversee incoming Service Now Ticket for Fraud Department - reassign ticket, work urgent cash withdrawals/recent branch transactions.
• Provides management with immediate feedback to improve processes.
• Promptly and appropriately logs complaints and submit SAR referrals.
• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Performs other duties as assigned.

Experience

• 2+ years of retail banking or related financial service and customer service experience.
• Ability to multi-task and maintain composure while handling all member and business partner activities and requests.
• Ability to communicate effectively using written and verbal communication.
• Fraud related experience preferred.
• Ability to work in a multi-channel (phone, chat, email) environment.
• Ability to appropriately de-escalate calls, while documenting member feedback/complaints (CRM).
• Ability to show effective decision-making skills and recognize the appropriate fraud related account holds/restrictions to add or remove based on the situation.

Education

Associate degree or equivalent work experience.

Computer/Office Equipment Skills

Working knowledge of PCs, Windows, internet browsers, e-mail, Intermediate level Word and Excel. Knowledge of Internet security and protocols. Ability to applicable software applications.

Language Skills

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities

• Proficient in verbal and written communication.
• Tact and diplomacy are critical to this position.
• Objective critical and analytical thinking are critical to this position.

Key skills/competency

• Fraud Management
• Customer Service
• Financial Services
• Risk Mitigation
• Compliance (BSA, OFAC)
• Case Management (Quavo)
• Multi-channel Communication
• De-escalation
• Critical Thinking
• Data Entry