Fraud Analyst I, Full-Time (Oak Creek)

GUARDIAN CREDIT UNION•Oak Creek, WI

10d•Onsite

About The Position

Under the supervision of the VP of Member Services, the incumbent of this role will be responsible for several functions including servicing internal and external member requests for ATM/Debit Card services, following up on possible fraudulent activity, daily processing and reviewing of Fraud Department reports, maintaining accurate documentation of conversations and situations, and contacting members with negative accounts. The Fraud Analyst I will be expected to act in accordance with Guardian Credit Union’s values: Relationships, Accountability, Teamwork, and Honesty.

Requirements

Any combination equivalent to education and experience that provides required knowledge and skills qualifying.
Completion of a high school degree.
A minimum of 2 years’ experience in a credit union or other financial institution.
Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative of the credit union.
Strong member focus with ability to provide efficient, friendly service in a fast paced, team-oriented environment.
Ability to handle confidential information with discretion.
Ability to retain composure under pressure.
Ability to reflect a pleasant, courteous telephone and business-like manner.
Demonstrated ability to interpret and explain Credit Union policy and perform transactions to member accounts while adhering to policy.
Thorough knowledge of Credit Union services offered to membership.
Demonstrates ability to cross-sell/refer such services effectively.
Must present a professional, business-like appearance and manner.
Must be bondable.

Responsibilities

Completes required daily/monthly departmental reports.
Evaluates activity for the early detection and prevention of fraud.
Monitors new account activity and takes action to close or freeze activity when warranted.
Investigates and properly documents possible fraud and suspected criminal misconduct both internally and externally, including kiting and forgery.
Reports all criminal misconduct to management.
Researches and resolves internal and external member service inquiries in a timely and accurate manner.
Provides on-going compliance training and technical assistance to help branches reduce fraud.
Assists in conducting training sessions for staff meetings.
Keeps all staff informed regarding crime alerts, possible scams and potential losses.
Works as a liaison with law enforcement agencies in conducting fraud investigations.
Addresses internal and external member service requests from ATM/Debit card services encompassing the exclusion of ATM/debit cards from card blocking rules, fraud alerts, and processing and investigating debit disputes.
Contacts members with negative shares by telephone and mail.
Determines the reason for negative balance and takes appropriate action to bring positive and keep positive.
Provides excellent internal and external member service.
Serves as a back up to department personnel.
Performs other departmental duties as assigned.
Cross sells credit union services when appropriate.