Fraud Specialist

Fraud Specialist

Summary: Heart O’ Texas Federal Credit Union is searching for a Fraud Specialist. This person is responsible for resolving member questions/concerns on card claims and for working with the member to obtain additional claim information needed to proceed with claim investigations. They are ultimately responsible for positive member interaction and typically will work with the member from the beginning until resolution of the process. The Fraud Specialist will work with various departments of the credit union to assist and guide team members with information when needed.

Essential Duties and Responsibilities:

· First-line of contact for members with potential, confirmed or suspected fraud.

· Investigate fraud claims involving ACH, Pre-authorized drafts, altered check, forged endorsements, unauthorized third-party transfers, elder fraud, identity theft or other operations fraud issues.

· Research discrepancies, accumulate all necessary information and take appropriate action to stop, and where possible, prevent fraud and identity theft losses.

· Responsible for working Compromised Card Reports; Mismatch Report; Suspect Media Address Report; Cardholder Suspicious Activity Report and any other reports assigned.

· Review Case Tracker and contact members to confirm transaction.

· Review Transaction Journal to identify activity with significant increase in the number of denials from one or more merchants in a short window of time with suspicious response codes.

· File complaint with Network to report merchant used in a BIN attack testing.

· Maintain case files and work with law enforcement agencies and other credit union departments.

· Maintain a log showing whether credit was given & how much, if a case was opened and the status of the case.

· Enter fraud cases into Single Point.

· Work with accounting department, branches and other areas of the credit union to resolve or investigate fraud.

· Report suspicious activity as required by the Bank Secrecy Act.

· Receive and place calls to provide information to branches, the Member Service Center, lending departments and members on fraud and identity theft.

· This position will also back-up the Call Center when necessary and during slow fraud periods.

· Reliable, regular attendance is required for this position

· Perform other duties as assigned.

PERFORMANCE STANDARDS:

Persistent in daily and weekly routines regarding fraud identification and follow up. Ability to make/take an acceptable number of calls each day as determined by management. Ability to track cases and the outcome of those cases. Able to attain the objectives of the fraud function in order to maintain minimal losses. Professional attitude and appearance as well as the ability to communicate well with borrowers and fellow team members.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This position requires time management skills. Attention to detail and completing task accurately is imperative. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates are required to maintain their personal financial affairs in such a manner that is befitting employment by a financial institution.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); one to three year's related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Ability to read and interpret documents such as regulations, policy and procedure manuals. Ability to write routine reports and correspondence. Ability to effectively present information and respond to questions from team members and members. Bi-lingual helpful

MATHEMATICAL SKILLS: Ability to calculate figures and amounts.

REASONING ABILITY: Ability to assist with helping the member understand the fraud process. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS and ABILITIES: Ability to operate general office machines and equipment such as: typewriters, photocopier, fax machine, postage machine. Ability to operate a personal computer with a basic level of proficiency in the following software applications: Microsoft Office, specifically Excel and Word, and credit union’s core processing system.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to talk and hear. The associate frequently is required to walk; sit; and use hands to use tools, or controls. This person is occasionally required to stand; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those that may be encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

MENTAL DEMANDS: The mental characteristics necessary to competently perform this job include the frequent need to be resourceful, analytical, and persuasive in negotiating settlements and resolving problems with delinquent borrowers; and, the continuous need to be alert, concentrate, use good judgment, and be perceptive about the interpersonal communication of delinquent borrowers respecting their circumstances.

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person