Fraud Management Intake Specialist

Jobtailor; Deutschland; Remote; EUR 36.000 - 53.000; Vollzeit

Zusammenfassung

Mountain America Credit Union is seeking a Fraud Support Specialist to provide frontline phone help on fraud questions and to process affidavits, card claims, and Zelle disputes. You will collaborate with multiple fraud teams to resolve complex cases while protecting members and minimizing losses.

The role requires strong de-escalation, multitasking, and regulatory knowledge, with a focus on accurate documentation and member experience.

Qualifikationen

• 3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience.
• Ability to appropriately de-escalate calls.
• Experience navigating and utilizing over 30 distinct computer systems and websites.
• Strong proficiency with personal computers and Windows-based operating systems, internet browsers, and email platforms.
• Proficiency in Microsoft Word and Excel.
• Knowledge of internet security protocols and best practices.
• Ability to multitask, including accurately typing notes while actively engaged in phone conversations.
• Strong verbal communication skills.
• Ability to interpret written safety regulations, operational guidelines, and procedural documentation.
• Ability to draft clear, concise reports and internal communications.
• High attention to detail and accuracy.
• Strong sense of urgency and accountability.
• Willingness to learn and adapt to new fraud trends and technologies.
• Empathy and professionalism when supporting members impacted by fraud.
• Critical thinking and problem-solving skills in high-pressure situations.
• Spanish bilingual ability is eligible for a differential.

Aufgaben

• Provide primary phone support for members and internal customers regarding fraud questions.
• File fraud affidavits, card claims, and Zelle disputes.
• Resolve card and online alerts and appropriately restrict accounts to mitigate potential losses.
• Protect credit union membership by minimizing fraud loss while maintaining exceptional member experience.
• Partner with Fraud Alerts, Fraud Investigations, Fraud Dispute-Recovery, and Fraud Analyst teams on complex incidents.
• Assist branches and Service Center with fraud-related overrides.
• Initiate card claims through Quavo.
• Provide claim status updates through multiple systems.
• Assist with Visa Fraud-related card declines and provide feedback for RSM Rule adjustments.
• Review suspicious checks and place or remove holds across multiple systems.
• Conduct member interviews regarding check concerns and account transfers, including Zelle, A2A, and M2M.
• Apply check holds/releases and account restrictions as needed.
• Resolve online banking restrictions on suspicious online/mobile sessions and add accounts to whitelists when appropriate.
• Communicate with third-party vendors regarding Zelle alert block-removal requests.
• Assist business units with Red Flags concerns and identity verification for new applications.
• Approve General Membership applications by reviewing identity verification and applying conditions when needed.
• Review dealership applications for identity concerns for the Indirect Lending Team.
• Log CRM complaints and submit SAR/UAR referrals.
• Keep current on fraud trends and comply with applicable regulations, including BSA, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, and Regulation E.
• Provide quality service to credit union members and perform other assigned duties.

Kenntnisse

De-escalation

Verbal communication

Multitasking

Attention to detail

Empathy

Problem solving

Spanish bilingual

Ausbildung

High school diploma

Tools

Quavo

CRM systems

Windows

Excel

Internet browsers

Email platforms

Jobbeschreibung

Responsibilities

• Provide primary phone support for members and internal customers regarding fraud questions
• File fraud affidavits, card claims, and Zelle disputes
• Resolve card and online alerts and appropriately restrict accounts to mitigate potential losses
• Protect credit union membership by minimizing fraud loss while maintaining exceptional member experience
• Partner with Fraud Alerts, Fraud Investigations, Fraud Dispute-Recovery, and Fraud Analyst teams on complex incidents
• Assist branches and Service Center with fraud-related overrides
• Initiate card claims through Quavo
• Provide claim status updates through multiple systems
• Assist with Visa Fraud-related card declines and provide feedback for RSM Rule adjustments
• Review suspicious checks and place or remove holds across multiple systems
• Conduct member interviews regarding check concerns and account transfers, including Zelle, A2A, and M2M
• Apply check holds/releases and account restrictions as needed
• Resolve online banking restrictions on suspicious online/mobile sessions and add accounts to whitelists when appropriate
• Communicate with third-party vendors regarding Zelle alert block-removal requests
• Assist business units with Red Flags concerns and identity verification for new applications
• Approve General Membership applications by reviewing identity verification and applying conditions when needed
• Review dealership applications for identity concerns for the Indirect Lending Team
• Log CRM complaints and submit SAR/UAR referrals
• Keep current on fraud trends and comply with applicable regulations, including BSA, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, and Regulation E
• Provide quality service to credit union members and perform other assigned duties

Requirements

• 3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience
• Ability to appropriately de-escalate calls
• High school diploma
• Experience navigating and utilizing over 30 distinct computer systems and websites
• Strong proficiency with personal computers and Windows-based operating systems, internet browsers, and email platforms
• Proficiency in Microsoft Word and Excel
• Knowledge of internet security protocols and best practices
• Ability to work with varied software applications used in office and business environments
• Ability to multitask, including accurately typing notes while actively engaged in phone conversations
• Strong verbal communication skills
• Ability to interpret written safety regulations, operational guidelines, and procedural documentation
• Ability to draft clear, concise reports and internal communications
• High attention to detail and accuracy
• Strong sense of urgency and accountability
• Willingness to learn and adapt to new fraud trends and technologies
• Empathy and professionalism when supporting members impacted by fraud
• Critical thinking and problem-solving skills in high-pressure situations
• Ability to sit, talk, and hear consistently; stand, walk, and use hands occasionally
• Close and distance vision
• Ability to lift up to 10 pounds occasionally
• Spanish bilingual ability is eligible for a differential
• This job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person

Core Competencies

Demonstrates expertise in fraud prevention and resolution, with strong capabilities in customer service within financial institutions. Proficient in navigating multiple systems and applying regulatory knowledge to minimize fraud loss while ensuring exceptional member experiences.

Highest-signal resume keywords

• Fraud Prevention
• Customer Service Experience
• Microsoft Word Proficiency
• Critical Thinking
• Bilingual Spanish Ability

Hard Skills

• Fraud Affidavit Filing
• Card Claims Processing
• Zelle Dispute Management
• Account Restriction Implementation
• Fraud Trend Analysis
• Regulatory Compliance Knowledge
• Report Drafting
• Internet Security Protocols
• Multitasking
• CRM Complaint Logging

Soft Skills

• Verbal Communication
• De-escalation Skills
• Attention to Detail
• Empathy
• Problem-Solving

Industry Keywords

• BSA
• OFAC
• FACT Act
• GLBA
• Regulation CC
• Regulation DD
• Regulation Z
• Regulation E

Tools & Technologies

• Windows Operating Systems
• Internet Browsers
• Email Platforms
• Quavo
• Multiple Computer Systems