SUMMARY OBJECTIVE:

Function as a point of contact for fraud-related activities. Collaborate with customers, internal business lines, and law enforcement on fraud prevention.

ESSENTIAL FUNCTIONS:

1. Assist customers and internal departments with reporting fraud, filing disputes, resolving issues, providing information, and looking for opportunities to strengthen the customer relationship by suggesting the appropriate products and services.

2. Respond to reports regarding fraud and electronic disputes, complete fraud incident reports, and work closely with the appropriate staff to resolve and/or follow-up on all incidents, including but not limited to check card disputes.

3. Inform all necessary departments to ensure all accounts are noted and protected against additional fraud, and restricting accounts, including online banking and cards, when necessary.

4. Provide customer support for online banking including password resets, bill pay questions, user login requests, funds transfers, browser issues, and application questions.

5. Demonstrate compliance with all banking regulations and corporate policies and procedures. Keep up to date on all regulation changes.

6. Develop and/or assist with Marketing material bank-wide to inform customers/employees of fraud detection.

7. Maintain working knowledge of Regulation E, Regulation CC, the Bank Secrecy Act, and other banking regulations that apply to the position. 

8. Chair the Fraud Committee.

9. Collaborate with internal business lines, such as Information Security, BSA, Compliance, Retail, and Operations on fraud activities and on fraud prevention. Develop and maintain a monthly report for all financial losses incurred by either the Bank or the customer.

10. Collaborate with the third-party providers, such as the core banking provider on fraud prevention products and services.

11. Research and evaluate fraud prevention and tracking products and services.

12. Work with law enforcement and oversight agencies on fraud-related issues.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY:

This position does not require supervision of employees. 

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS:

The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing -- perceiving the nature of sounds at normal speaking levels with/without correction. Ability to receive detailed information through oral communication and make the discriminations in sound. 4) Specific vision abilities required by this job include viewing a computer monitor; extensive reading along with travel if required.

Sedentary work may require occasionally lifting of up to ten pounds and/or move up to twenty-five pounds. This work involves sitting most of the time with walking and sitting.

TRAVEL:

Limited travel is expected for this position.

COMPETENCIES:

1. Communication Proficiency (Written and Oral)

2. Strong Computer Skills (Windows based)

3. Supervisory Skills

4. Listening Skills

5. Customer/Client Focus

6. Deadline Orientated

7. Analytical Skills

8. Ethical Conduct

REQUIRED/ PREFERRED EDUCATION and EXPERIENCE:

Bachelor's Degree with at least 5 years of internal administrative skills in the financial service industry with a deep understanding of f aud risk management practices and/or operational risk including an understanding of digital technology/framework. In the absence of a bachelor's degree, 10 years of administrative skills in the financial service industry with in-depth level of knowledge of the related fraud risk management skills.