Contact Center Fraud Analyst
Northwest Bank
full-time
Posted on:
Location Type: Office
Location: Buffalo • New York, Ohio, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $24 per hour
Job Level
JuniorMid-Level
About the role
- Deliver best-in-class customer experience to both internal and external customers
- Supporting various fraud related activities, including investigating and resolving reported external frauds
- Monitoring the fraud detection system, coordinating fraud alerts
- Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses
- Understand and recognize fraud indicators on accounts, and take appropriate actions to reduce risk and loss exposure
- Identify education opportunities and leverage industry resources, to stay current on fraud trends
- Administer the fraud case management system
- Reporting findings to leadership
- Referring fraudulent activity to federal, state and local law enforcement agencies for prosecution
- Conduct interviews as needed depending on the investigation
- Consult on issues of fraud, suspicious activity and security
- Assist bank security as needed for related cases
- Prepare and analyze department reports
- Maintain strong levels of attention to detail while completing assigned tasks
- Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed
Requirements
- Associate's Degree, Bachelor's Degree or equivalent preferred
- 2 - 3 years Bank or fraud related experience preferred
- 1 year Balancing fraud prevention with maintaining a positive customer transactional experience preferred
- 2 - 6 years Retail or branch banking experience preferred
- Ability to establish effective working relationships among team members and participate in solving problems and making decisions
- Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
- Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
- Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Benefits
- Additional bonus earning opportunities
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
fraud detectionfraud investigationcase managementreportingrisk assessmentdata analysiscustomer servicefraud preventioninterviewingdocumentation
Soft skills
attention to detaileffective communicationactive listeningproblem-solvingdecision-makingteam collaborationjudgmentcustomer relationship managementadaptabilitycritical thinking