Fraud Detection Specialist I

About the role

A Fraud Detection Specialist I reviews alerts and transactions flagged as potentially fraudulent or out-of-pattern based on the client's normal activity. This role involves reviewing various payment types, verifying alerted transactions via outbound or inbound calls, and initiating dispute claims. The position plays a key role in preventing losses to City National Bank and its clients, requiring banking operations and contact center knowledge, as well as a general understanding of fraud identification and prevention.

Responsibilities

• Demonstrate resiliency and adaptability in a fast-paced contact center environment.
• Review fraud alerts and internal notifications to identify fraudulent or suspicious activity.
• Approach problems logically and with good judgment to ensure appropriate customer outcomes.
• Demonstrate personal excellence, including punctuality, integrity, and accountability.
• Work in a metrics-driven environment, prioritizing and multitasking effectively.
• Exercise independent judgment while following established policies and procedures to mitigate risk and protect the Bank from financial loss.
• Open, investigate, and escalate cases/claims on all suspicious activity.
• Detect various fraud schemes (e.g., email compromise, elder abuse, counterfeit checks, account takeover) and recognize red flags.
• Perform defined mitigation steps to reduce financial loss to customers and the bank.
• Complete assigned duties efficiently, timely, and with minimal supervision to meet KPIs and SLAs.

Requirements

• Bachelor's Degree or equivalent.
• Minimum 2 years of general office, back office banking, or accounting experience.
• Advanced computer experience (e.g., MS Word, Outlook, and Excel).
• Minimum 3 years in banking operations.
• Minimum 2 years of experience in fraud investigations, disputes, and/or fraud exposure.

Qualifications

• Ability to work well in a team environment as well as independently.
• Strong and positive work ethic, aligned with CNB core values.
• Flexibility and adaptability to change.
• Ability to multitask and meet specific performance goals.
• Advanced knowledge of PC functions in a Windows-based environment.
• Effective written and oral communication skills to interact with all levels of bank personnel and clients.

Pay

Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits

• Comprehensive healthcare coverage, including Medical, Dental, and Vision plans, available the first of the month following start date.
• Generous 401(k) company matching contribution.
• Career Development through Tuition Reimbursement and internal upskilling and training resources.
• Valued Time Away benefits, including vacation, sick, and volunteer time.
• Specialized health and family planning benefits, including fertility benefits and cancer, diabetes, and musculoskeletal support programs.
• Career Mobility support from a dedicated recruitment team.
• Colleague Resource Groups to support networking and community engagement.