Fraud Management Intake Specialist

Mountain America Credit Union; Utah; On-site; USD 42,000 - 60,000; Full time

Job summary

Mountain America Credit Union is seeking a Fraud Management Intake Specialist I to provide primary phone support for members and internal customers, handling fraud questions, affidavits, and card claims while mitigating risk. The role emphasizes strong communication and timely updates across systems.

The position requires 3+ years in customer service at a financial institution or 18 months with Mountain America, with high school completion, and a focus on de-escalation and accuracy.

Qualifications

• 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 and maintain professionalism.
• Proficient in navigating multiple computer systems and documents.
• Understanding of fraud trends and regulatory requirements.
• Strong written and verbal communication with internal/external customers.

Responsibilities

• Protects members by minimizing fraud loss while maintaining service quality.
• Collaborates with Fraud Alerts, Investigations, and Dispute-Recovery teams on complex cases.
• Assists branches and service center with fraud-related overrides.
• Initiates card claims through Quavo case filing system.
• Assists members with filing Zelle disputes and tracking statuses.
• Provides updates to members across multiple systems.

Skills

Customer service

De-escalation

Communication

Problem solving

Attention to detail

Empathy

Education

High school diploma

Tools

Quavo

CRM systems

Microsoft Word

Microsoft Excel

Windows OS

Internet browsers

Job description

Job Summary

The Fraud Management Intake Specialist I provides quality service to enhance our members’ financial relationships with the credit union while mitigating Fraud risk. The Intake Specialist provides primary phone support for members and internal customers (Service Center Agents, Branches, Corporate Departments) by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss to our membership.

Job Description

Schedule

Full Time: Monday-Friday 11:00am-8:00pm; Rotating Saturdays 8:00am - 4:30pm Shift Differential: A $1.00hr shift differential is paid for hours after 6pm M-F and all hours worked on Saturday Bilingual Differential: Spanish Speaking Bilingual $1.00 Differential for use of language skill available

Responsibilities

• Protects Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
• Partners with the Fraud Alerts Team, Fraud Investigations Team or Fraud Dispute-Recovery Team on complex fraud incidents.
• Assists Branches and Service Center with fraud-related overrides.
• Initiates card claims through case filing system (Quavo).
• Assists Members, Service Center and Branches with filing Zelle disputes.
• Provides status updates to internal and external members for all claim types through multiple systems.
• Assists in resolving Visa Fraud related card declines
• Partners with the Fraud Analysts to communicate complex card decline issues and provide feedback for RSM Rule adjustments.
• Reviews, advises and assists Branches, Service Center with suspicious check reviews and placing/removing holds across multiple systems.
• Conducts member interviews related to check concerns and Account Transfers such as Zelle, Account to Account (A2A), Member to Member (M2M).
• Provides applicable check holds/releases and applies account restrictions as needed.
• Resolves online banking restrictions on suspicious online/mobile sessions.
• Adds accounts to whitelists as appropriate to mitigate member impact.
• Communicates with third party vendor to report Zelle alert requests for block removal on member profiles.
• Assists and advises business units in resolving Red Flags concerns and verifying identity on new applications; approves General Membership applications by reviewing identity verification and applying conditions when identity concerns are present.
• Assist the Indirect Lending Team by reviewing applications from dealerships for concerns related to identity.
• Promptly and appropriately logs CRM complaints and submits SAR/UAR referrals.
• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience. Ability to appropriate de-escalate calls.

Education

High school diploma

Licenses, Certificates, Registrations

N/A

Computer/Office Equipment Skills

Experienced in navigating and utilizing over 30 distinct computer systems and websites. Demonstrates strong proficiency in using personal computers and Windows-based operating systems, including internet browsers and email platforms. Possesses proficient level skills in Microsoft Word and Excel. Knowledgeable in internet security protocols and best practices. Adept at working with a variety of software applications commonly used in office and business environments. Skilled in multitasking, including accurately typing notes while actively engaged in phone conversations.

Language and Communication Proficiency

Demonstrates strong verbal communication skills, effectively conveying information to varied audiences in both formal and informal settings. Proficient in interpreting written materials such as safety regulations, operational guidelines, and procedural documentation. Skilled in drafting clear, concise reports and internal communications. Provide management with immediate feedback to improve processes.

Other Skills and Abilities

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.

Physical Abilities / Working Conditions

Physical Demands

• Ability to sit, talk and hear consistently
• Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

• Close vision (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

• Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

• Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Company Culture

Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.