Fraud Resolution Specialist

Randolph Brooks Federal Credit Union•San Antonio, TX

2d•Hybrid

About The Position

The Fraud Resolution Specialist is a dynamic, engaging, and specialized role designed to process and investigate fraudulent transactions in order to provide a resolution to those impacted. This job may be eligible for work from home - hybrid schedule (please refer to the Remote Work Capability and Work From Home section of the Employee Handbook).

Requirements

High School Diploma or GED
Less than one year of previous job related work experience
Must be able to work a Monday - Saturday schedule
Type and 10-key by touch.
Proficient in utilizing PC, software, and other office equipment
Must have good communication and interpersonal skills
Good attendance and promptness is pertinent

Nice To Haves

High level comprehension of phone etiquette standards and member interview techniques as applied to a investigational standard.

Responsibilities

Process and/or research standard and specialized inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques while simultaneously navigating multiple specialized web based programs and software to properly investigate cases.
Display ownership, accountability, and analytical real time decision-making that directly impacts member interactions and accounts while being able to communicate sensitive information clearly and effectively; educating and assuring callers on a complete process and resolution.
Apply critical thinking to identify fraud trends, research, and correct account discrepancies or errors.
Create fraud cases and complete proper affidavits upon receipt of fraud documentation and determine validity of refunds.
Research accounts for suspicious activity, review alerts, identify derogatory information, and place restrictions when appropriate.
Access reporting tools to review, complete, and update account records; ensuring and maintaining data integrity.
Manage individual department specific metrics and function independently within a designated team with minimal supervision while investigating in depth or thorough account review for suspicious activity including investigating complex situations.
Dedication to developing strong relationships with co-workers, management and other departments.
Maintain basic working knowledge of RBFCU member handbook, applicable regulatory laws, policy and procedures and topical knowledge for all credit union areas.

Benefits

401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Tuition reimbursement plans
Life insurance
Pharmacy discount programs
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
Paid time off
Parental leave
Long-term disability
Basic life insurance
Wellness program
Credit-monitoring service
Employee assistance program
Training and volunteer opportunities