Sr. Specialist, Claims & Fraud Operations

Santander Bank

278d • $46,500 - $76,000

About The Position

The Sr. Specialist, Claims & Fraud Operations is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the organization's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. This role is responsible for supporting the operational unit through driving continuous improvement, removing barriers, building/maintaining a robust and effective reporting suite, and assisting in production.

Requirements

• Associate degree/ Bachelor, or equivalent work experience.
• 3-5 years of experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention.
• Ability to analyze diverse information and develop strategy recommendations.
• Excellent customer service and communication skills, both verbal and written.
• Excellent organization skills.
• Knowledge and experience with root cause analysis.
• Proficient in MS Office Applications.
• Solid ability to multi-task.
• Solid analytical, interpretive, and problem-solving skills.
• Solid knowledge of department computer applications and systems.
• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO.
• Working knowledge of loss and fraud detection/prevention principles, multiple fraud areas, compliance and regulatory issues related to the department and/or company.

Responsibilities

• Assigns loss events for root cause analysis and actions plans to the LOB, as appropriate.
• Be proactive in the development and execution of ideas, which reduce risk and improve Santander's profitability.
• Communicates significant issues to management and makes recommendations when weaknesses are identified.
• Completes data quality checks, including coordinating the resolution of data reconciliation issues.
• Completes root cause analysis and action plan evaluation on assigned losses.
• Conducts root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance.
• Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity.
• Identifies and aggregates Op Loss data.
• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation.
• Increases operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness.
• Interacts regularly with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.
• Monitors and reviews fraud risk, unique or highly complex exceptions generated from the various fraud prevention filters and security exception files.
• Performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.
• Receives and places calls to provide information to branches, the Member Service Center, lending departments and members on fraud, identity theft or Member Identification Program.
• Reports suspicious activity as required by the Bank Secrecy Act.
• Trains branch staff on security procedures and policies.

Benefits

• Base Pay Range Minimum: $46,500.00 USD
• Base Pay Range Maximum: $76,000.00 USD

What This Job Offers

• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree