Fraud Operations Support Representative

About the role

Provides dedicated operational support that is essential to the department's workflow and efficiency. Performs a variety of tasks including researching and processing restitution payments, subpoenas, and mail processing. Ensures systems are updated and appropriate actions are taken in accordance with internal policies, procedures, and regulatory requirements.

Responsibilities

• Researches and processes restitution checks, affidavits, and subpoenas received from various jurisdictions. Ensures appropriate systems are updated and documented in accordance with internal procedures.
• Processes mail and routes documents to appropriate team members for further processing when necessary.
• Reliably and accurately keeps Fraud Case Management system up to date with information including, but not limited to, build cases containing all the member's information, uploads Counterfeit bills, counterfeit checks, subpoenas, restitution checks, etc.
• Generates and reviews/audits reports to ensure compliance with regulatory standards and internal policies and procedures.
• Supports management with new projects; collaborates with other departments to ensure areas remain current on emerging fraud trends, techniques, and industry practices; Provides data on a variety of different types of fraud trends to assist management with fraud prevention, detection, investigation, and recovery activities.
• Prepares and maintains a variety of records including, but not limited to, daily production of team, meeting minutes, Bin Attack charts, etc.
• Ensures procedures remain accurate and up to date, revise as necessary. Provides new employees with onboarding documents.
• Performs other duties and projects as assigned.

Requirements

• High School or GED - Required
• 1 Year of financial services industry experience - Required
• Proficient in Microsoft Office Suite including Excel - Required
• Prior administrative, documentation review, or clerical experience - Preferred

Skills

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Utilize knowledge and experience in performing job functions.
• Use logic, reasoning and mathematical skills to solve practical problems and make sound decisions.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one's own time effectively. Efficiently handles changing deadlines and multiple concurrent tasks.

Physical Demands & Work Environment

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.
• Works in a general office environment.