Fraud/Service Specialist

Levo Federal Credit Union•Sioux Falls, SD

12h•Onsite

About The Position

This position monitors account activity to identify fraudulent financial transactions and violations and take measures to prevent losses. Works with other departments to validate transactions. Be first point of contact with members to discuss account activity and to communicate credit union actions and decisions. Collect all member complaints in order to achieve process improvements.

Requirements

Associate’s degree from two-year college or technical school and 1-3 years’ experience, or equivalent combination of education and related experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to apply concepts of basic algebra.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Knowledge of Database software, Internet software; Spreadsheet software and Word Processing software.
Ability to work independently to perform assigned accountabilities, as well as able to independently identify work that needs to be done.
Strong organizational skills.
Displays willingness to make decisions.
Takes innovative approaches to challenges.
Ability to establish collaborative relationships to achieve organizational objectives.

Nice To Haves

Cooperation - Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, Works cooperatively in group situations, Works actively to resolve conflicts.
Credibility - Provides reliable and accurate information, Offers fully researched recommendations, Supports organizational values, Takes responsibility for own mistakes, Demonstrates honesty and integrity.
Job Knowledge - Competent in required job skills and knowledge, Exhibits ability to learn and apply new skills, Keeps abreast of current developments, Requires minimal supervision, Displays understanding of how job relates to others, uses resources effectively.
Sales and Service (INSPIRE SALES and SERVICE) - Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on & responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, explains product features & benefits, recommends products to members, and overcomes objections.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Responsibilities

Monitor member account activities and transactions for suspicious patterns using fraud detection systems.
Develop and maintain fraud and service failure procedures.
Investigate and resolve suspected or reported fraudulent activities.
Coordinate with internal departments and external entities as necessary during fraud investigations to contain and mitigate the impact of confirmed fraud incidents.
Collaborate with department staff across the credit union to foster effective relationships, develop operationally-sound fraud procedures, and promote teamwork in order to combat fraud at all levels and types.
Document and maintain records of all investigations for compliance and reporting purposes.
Collaborate with IT and other relevant departments to strengthen fraud detection systems.
Keep abreast of the latest fraud schemes pertinent to credit unions and update management as appropriate.
Collaborate with other financial institutions and regulatory bodies to share best practices and intelligence about fraud trends.
Maintain close communication with law enforcement agencies and assist in investigations when required.
Handles all fraud related concerns, processes all fraud alerts (debit, credit, check fraud, P2P and others).
Maintains thorough knowledge of current laws, regulations and best practices related to fraud.
Provides informed, professional and accurate service and support to all members and employees of the Credit Union by responding to email, messages, and other correspondence.
Provide reports and feedback regarding fraud and disputes to AVP of Audit/Compliance on a regular basis.
Develop and recommend fraud prevention strategies to mitigate inherent fraud risks.
Serves as subject matter expert for systems utilized for fraud.
Act as repository for all member complaints, whether through branches, phone, NCUA, BBB, etc. and recommend possible training opportunities.
Recommend process improvements to deliver consistent and world class member experience.
Performs other job-related duties as required or assigned.