Fraud Support Specialist- Investigations

OnPoint Credit Union•Portland, OR

21h

About The Position

JOB SUMMARY: Functions as a Fraud subject matter expert (SME) for branches, Contact Center, and fraud department for investigations on fraud. Working with the Fraud Manager, Fraud Investigations team, and Support – perform deep dive investigations and triage complex situations involving fraudulent items or individuals. Lead by example with patience, education, and insight. ESSENTIAL FUNCTIONS: Acts as a fraud subject matter expert leading investigations into branch and contact center referrals. Provides professional, high-quality support to OnPoint staff. Analyze accounts and situations for risk assessment, make determinations if fraudulent activity exists or has the potential to occur, and take appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause. Helps resolve escalated situations and research complex issues in a proficient, timely manner to include communication directly with the members. Thoroughly documents and notates information and actions on all fraud investigations. Recommend procedural changes to improve efficiency. Identifies, communicates, and addresses training needs of branch and Contact Center staff. Performs additional duties as required by Fraud Manager.

Requirements

Working knowledge of OnPoint products and services, thorough knowledge of fraud review processes and actions.
Ability to quickly adopt and support frequent updates and changes.
Knowledge of computer systems and applicable software programs.
Working knowledge of regulatory requirements and current credit union policy and procedures.
Strong professional verbal/written communication skills.
Ability to use positive communication techniques to effectively resolve complex situations, both orally and in written formats.
Leadership ability to motivate and earn the trust of staff and reflect confidence in direction.
Highly proficient and creative at problem resolution.
Ability to take initiative within appropriate authority.
Ability to work well within a group and individually with minimal oversight.
Willingness to work within an environment that is not easily defined within codified processes and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services and looking for continuous improvement for the team and our members.
High school diploma or GED.
Minimum Two-year financial industry experience.
Minimum two years of member service or applicable experience.
Minimum 1 year of fraud or risk review or applicable experience.

Responsibilities

Acts as a fraud subject matter expert leading investigations into branch and contact center referrals.
Provides professional, high-quality support to OnPoint staff.
Analyze accounts and situations for risk assessment, make determinations if fraudulent activity exists or has the potential to occur, and take appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause.
Helps resolve escalated situations and research complex issues in a proficient, timely manner to include communication directly with the members.
Thoroughly documents and notates information and actions on all fraud investigations.
Recommend procedural changes to improve efficiency.
Identifies, communicates, and addresses training needs of branch and Contact Center staff.
Performs additional duties as required by Fraud Manager.