Debit Card Fraud Specialist

Security First Bank•Rapid City, SD

1d•Onsite

About The Position

The Debit Card Fraud Specialist is responsible for the investigation of fraudulent, illegal or improper activities by internal or external means, and the prevention and recovery of losses sustained by such activities. This role involves conducting investigations of fraudulent activity to ensure minimal loss to the organization, reviewing and processing fraud filter alerts, monitoring unusual debit card activity, and notifying appropriate parties. The specialist will also process debit card cancellations and reissue requests, work with third-party applications, and update card statuses in related systems. Providing customer service support to branch personnel, customers, and customer care, assisting with questions and issue resolution, is a key part of the role. Additionally, the specialist processes various department reports and fraud alerts, reviews fraud trends, completes common point of purchase analysis, and makes recommendations to management for card reissues and new fraud mitigation rules. They also assist customers and customer care with account status updates for travel and high dollar purchase activity and report confirmed fraud updates from internal applications.

Requirements

High school diploma or General Education Degree (GED) equivalent required.
2-3 years call center, customer service or branch operations experience.
Solid technology and internet searching skills including proficiency with Microsoft Office Suite programs and the ability to navigate financial software applications.
Ability to learn the financial service industry.
Ability to work flexible hours; demonstrated good attendance and punctuality.
Excellent communication and customer service skills.
Maintain a high level of accuracy and confidentiality at all times.
Excellent organizational and data entry skills, with the ability to multi-task, maintain accuracy, and met deadlines in a fast paced, high-volume environment.
Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
Outstanding listening and communications skills, both written and verbal.
Customer service orientation with effective problem-solving abilities and strong analytical skills.

Nice To Haves

Fraud or Risk management in banking or financial industry experience preferred.

Responsibilities

Conducts investigations of fraudulent activity to ensure minimal loss to the organization.
Reviews fraud filter alerts and processes alerts; records and escalates issues; monitors unusual debit card activity and notifies appropriate parties of fraudulent activity.
Processes debit card cancellations and reissue requests; works with third party applications; updates card status in related systems and tracks card orders.
Provides customer service support to branch personnel, customers, and customer care, assisting with questions and issue resolution.
Processes various department reports, inboxes and fraud alerts.
Reviews fraud trends and completes common point of purchase analysis and makes recommendations to management for card reissues.
Assists management with recommendation of new rules and updates as mitigation to fraud patterns.
Assists customers and customer care with account status updates for travel and high dollar purchase activity to prevent interruption.
Reports confirmed fraud updates from internal applications submitted from customer care and branch service staff.
Performs other job-related duties or special projects as assigned.
Ensure the bank has adequate security controls and practices in place at all times.
Conduct timely investigations of fraudulent activity to ensure minimal loss/inconvenience to the bank and/or customers.
Educate employees to identify and respond to potential security violation situations.