S3 Shared Service Solutions, LLC

Analyst

• Monitor alerts and communications from various sources to identify and investigate suspicious activity or behavior.
• Take action to ensure members and credit unions are protected from further loss exposure from a fraud incident.
• Document all fraud incidents utilizing notes, emails, excel files, and case management systems.
• Investigate complex fraud cases.
• Mentor Associate Fraud Analysts through their investigations when needed.
• Report required items and any other suspicious activity or behavior that might warrant a SAR to BSA Department.
• Collaborate with other internal departments, partners, and law enforcement when needed during a fraud investigation.

Fraud Analyst

General

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers.
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems.
• Meet quality, schedule adherence, and productivity expectations, queue-based contact center.
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.
• Complete additional job-related projects and perform other duties as assigned by management.
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
• Maintains knowledge of current department policies and procedures by monitoring updates and communications.

Member Service Representative

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers.
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems.
• Meet quality, schedule adherence, and productivity expectations, queue-based contact center
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.
• Complete additional job-related projects and perform other duties as assigned by management.
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
• Maintains knowledge of current department policies and procedures by monitoring updates and communications.

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems
• Meet quality, schedule adherence, and productivity expectations, queue-based contact center
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy
• Complete additional job-related projects and perform other duties as assigned by management
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines
• Maintains knowledge of current department policies and procedures by monitoring updates and communications

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers.
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems.
• Meet quality, schedule adherence, and productivity expectations, queue-based contact center.
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.
• Other responsibilities and opportunities: Complete additional job-related projects and perform other duties as assigned by management.
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
• Maintains knowledge of current department policies and procedures by monitoring updates and communications.