Contact Center Fraud Analyst

Northwest Bank•Buffalo, NY

22h•$23 - $26

About The Position

The Contact Center Fraud Analyst is part of a dedicated team tasked with providing support to customers who are impacted by a fraud event. Within this role the analyst is responsible for investigating various fraud events that are escalated to the group from various business partners. Throughout their investigation they are tasked with accurately reporting and dispositioning, alerts and cases based on the type of fraud event. The fraud team is also responsible for monitoring fraud alerts through early detection, and other alert tools. During their investigation it is expected that the analyst substantiates investigative findings with statements and items of evidence, and referring fraudulent activity to federal, state and local law enforcement agencies for prosecution This individual may represent Northwest at trial.

Requirements

Associate's Degree or equivalent or Bachelor's Degree or equivalent
2 - 3 years Bank or fraud related experience
Less than 1 year Balancing Fraud prevention with maintaining a positive customer transactional experience
2 - 6 years Retail or Branch Banking experience
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 establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Knowledge of regulatory and compliance standards.
Ability to understand account histories and transactions
Knowledge of check cashing laws
Data Analysis, reviewing and understanding data sets to identify suspicious activities and trends
Knowledge of bank regulations surrounding fraud
knowledge of Microsoft office products - including Word, Excel, Powerpoint and Outlook

Responsibilities

Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards , and designated performance targets
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 exposer
Identify education opportunities and leverage industry resources, to stay current on fraud trends
Administer the fraud case management system, substantiating investigative findings with statements and items of evidence
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
Appropriately assess risk when business decisions are made, and escalate as needed
Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Complete other duties as assigned
Abide by the rules of the safety and loss prevention program
Perform work tasks in a safe manner
Report any and all injuries to supervisor
Know what to do in case of an emergency