Branch Fraud Account Support Specialist

Blaze Credit Union•Minneapolis, MN

10h•Onsite

About The Position

The Branch Fraud Account Support Specialist is responsible for handling member calls related to opening new financial accounts for members who have experienced fraud. This role focuses on assisting members who need to change their account numbers due to security breaches, compromised account information, online banking fraud, etc. The position also plays a key role in procedure development and testing to support Branch Operations & Service Experience department. The position balances direct member support with procedural documentation and process improvement.

Requirements

High school degree or equivalent
Minimum 2 years’ experience as a Personal Banker or equivalent; which includes opening consumer loan accounts
Expert-level experience with DNA and MeridianLink systems.
Strong knowledge of financial systems, fraud indicators, and fraud triggers.
Exceptional attention to detail with the ability to multitask effectively.
Strong written and verbal communication skills.
Ability to handle difficult conversations and high-stress situations professionally.
Proficient with computers, web browsers, and Microsoft Office products.
Strong problem-solving skills and sound decision-making abilities.
Demonstrated ability to maintain confidentiality at all times.
Team building skills
Member-focused service mindset
Verbal and written communication skills
Detail-oriented
Working knowledge of Microsoft Office Products
Basic math skills
Ability to write reports and letters, read and interpret documents
Ability to define problems, collect data and establish facts and draw conclusions
Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified.
In-depth dialogues, conversations and explanations with customers

Nice To Haves

Blaze Credit Union product knowledge

Responsibilities

Handle inbound calls regarding member account number changes due to fraud.
Open new financial accounts for members impacted by fraud while ensuring all security and procedural steps are completed accurately.
Serve as a subject matter expert for member account number changes related to fraud.
Ensure members do not experience further financial loss due to incomplete or incorrect account changes.
Provide professional, efficient, and empathetic service in high-stress and conflict situations.
Maintain strict confidentiality and compliance with all security and fraud prevention policies.
Write, review, and update procedures related to fraud account openings as needed.
Test procedures and workflows within DNA and MeridianLink systems as needed.
Partner with the Branch Operations & Service Experience team to improve fraud-related account processes.
Identify gaps or risks in current processes and recommend improvements as appropriate.
Maintain a working knowledge of procedures, laws and regulations to ensure that daily operations are in compliance with OFAC and BSA/AML policies.
Provide technical support to branch staff by researching and identifying options, and when necessary, referring complex issues to leadership.