Deposit Operations - Fraud Center Representative

Community Financial System, Inc.•Canton, NY

About The Position

Community Financial System, Inc. (CFSI) is seeking a Customer Fraud Representative for its Deposit Operations Department. The role handles calls and online conversations from customers and bank branches about potential fraud, assesses each situation, and follows prescribed steps to help protect accounts and prevent further fraud. Representatives document customer concerns, assess access points, determine appropriate next steps, and refer completed intake forms to the Fraud Analysis team for further research. The position also provides general assistance and technical support while maintaining bank policies, professionalism, and excellent customer service. As a member of Deposit Operations, the employee may assist the department and Bank in achieving annual goals. The role is scheduled for 40 hours per week, Monday through Friday, between 8:00 a.m. and 6:00 p.m. Compensation is $19.00 to $25.60 per hour, commensurate with experience, with the potential for an annual merit increase.

Requirements

High school diploma or equivalent required.
At least one year of call center or customer service experience in a fast-paced environment required.
Applicants must be 18 years of age or older.
Proficient PC skills, including typing.
Experience using email software and the Internet.
Excellent communication and customer service skills.
Proficient business letter-writing skills.
Detail-oriented and highly organized.
Ability to maintain composure and professionalism.
Ability to meet the physical requirements of the role, including occasional lifting or moving of up to 25 pounds.

Nice To Haves

A two-year degree in Business or Finance with an emphasis on communications, or equivalent related experience.
Banking experience.
Working knowledge of CBNA products and services.

Responsibilities

Answer calls and online conversations from customers and branches regarding potential fraud-related transactions on customer accounts.
Contact customers identified as having potential unauthorized account activity and determine additional steps based on their responses.
Complete Fraud Intake forms documenting customer concerns and experiences, and assess customer access points for other potential fraud.
Determine and complete appropriate next steps, including completing Regulation E dispute forms, closing and ordering replacement cards, revoking or reissuing credentials and system access, and initiating refund requests where appropriate.
Send completed Fraud Intake forms to the Fraud Analysis team for further research.
Document call information and details in Synapsis, VISA Risk, and other relevant channels.
Follow up with customers or branches as requested by the Team Lead, Fraud Analysts, or Supervisors.
Provide general assistance and technical support to customers and branches while adhering to bank policy and maintaining professionalism and exemplary customer service.
Use independent thought and judgment to assist supervisors and the fraud team in identifying fraud patterns.
Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, and internal controls, and complete required training on time.
Provide assistance as needed to support the Deposit Operations Department and the Bank in achieving annual goals.