Fraud Management Intake Specialist

Mountain America Credit Union

1d•Onsite

About The Position

The Fraud Management Intake Specialist I provides quality service to enhance our members’ financial relationships with the credit union while mitigating Fraud risk. The Intake Specialist provides primary phone support for members and internal customers (Service Center Agents, Branches, Corporate Departments) by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss to our membership.

Requirements

3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience.
Ability to appropriate de-escalate calls.
High school diploma
Experienced in navigating and utilizing over 30 distinct computer systems and websites.
Demonstrates strong proficiency in using personal computers and Windows-based operating systems, including internet browsers and email platforms.
Possesses proficient level skills in Microsoft Word and Excel.
Knowledgeable in internet security protocols and best practices.
Adept at working with a variety of software applications commonly used in office and business environments.
Skilled in multitasking, including accurately typing notes while actively engaged in phone conversations.
Demonstrates strong verbal communication skills, effectively conveying information to varied audiences in both formal and informal settings.
Proficient in interpreting written materials such as safety regulations, operational guidelines, and procedural documentation.
Skilled in drafting clear, concise reports and internal communications.
Provide management with immediate feedback to improve processes.
High attention to detail and accuracy.
Strong sense of urgency and accountability.
Willingness to learn and adapt to new fraud trends and technologies.
Empathy and professionalism when supporting members impacted by fraud.
Critical thinking and problem-solving skills in high-pressure situations.

Nice To Haves

Spanish Speaking Bilingual $1.00 Differential for use of language skill available

Responsibilities

Protects Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
Partners with the Fraud Alerts Team, Fraud Investigations Team or Fraud Dispute-Recovery Team on complex fraud incidents.
Assists Branches and Service Center with fraud-related overrides.
Initiates card claims through case filing system (Quavo).
Assists Members, Service Center and Branches with filing Zelle disputes.
Provides status updates to internal and external members for all claim types through multiple systems.
Assists in resolving Visa Fraud related card declines
Partners with the Fraud Analysts to communicate complex card decline issues and provide feedback for RSM Rule adjustments.
Reviews, advises and assists Branches, Service Center with suspicious check reviews and placing/removing holds across multiple systems.
Conducts member interviews related to check concerns and Account Transfers such as Zelle, Account to Account (A2A), Member to Member (M2M).
Provides applicable check holds/releases and applies account restrictions as needed.
Resolves online banking restrictions on suspicious online/mobile sessions. Adds accounts to whitelists as appropriate to mitigate member impact.
Communicates with third party vendor to report Zelle alert requests for block removal on member profiles.
Assists and advises business units in resolving Red Flags concerns and verifying identity on new applications; approves General Membership applications by reviewing identity verification and applying conditions when identity concerns are present.
Assist the Indirect Lending Team by reviewing applications from dealerships for concerns related to identity.
Promptly and appropriately logs CRM complaints and submits SAR/UAR referrals.
Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
Performs other duties as assigned.