Fraud Support - Fraud Support Specialist

JOB SUMMARY

Functions as a first level resource for the branches and Contact Center for guidance on fraud. Working with Fraud Manager and the Fraud Investigations team, provide guidance to staff and triage complex situations involving fraudulent items or individuals. Lead by example with patience, education, and insight.

ESSENTIAL FUNCTIONS

• Acts as the first level resource to branch and Contact Center staff for questions/issues on account or person-level fraud.
• Provides professional, high-quality support to OnPoint staff.

• Analyze accounts and situations for risk assessment, making determinations if fraudulent activity exists or has the potential to occur, and take appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause.

• Helps resolve escalated situations and researches complex issues in a proficient, timely manner to include communication directly with the member. Identifies when it is necessary to take over communication directly with member to resolve situation.
• Thoroughly documents and notates information and actions on all calls.
• Recommends procedural changes to improve efficiency.
• Identifies, communicates and addresses training needs of branch and Contact Center staff.
• Performs additional duties as required by Fraud Manager.

KNOWLEDGE, SKILLS & COMPETENCIES

• Working knowledge of OnPoint products and services, thorough knowledge of fraud review processes and actions. Ability to quickly adopt and support frequent updates and changes.
• Knowledge of the computer system and applicable software programs.
• Working knowledge of regulatory requirements and current credit union policy and procedures.
• Strong professional verbal/written communication skills.
• Ability to use positive communication techniques to effectively resolve complex situation, both orally and in written formats.
• Leadership ability to motivate and earn the trust of staff and reflect confidence in direction.
• Highly proficient and creative at problem resolution.
• Ability to take initiative within appropriate authority.
• Ability to work well within a group and individually with minimal oversight.
• Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members.

MINIMUM QUALIFICATIONS

• High school diploma or GED.
• Minimum two years of financial industry experience.
• Minimum two years of member service or applicable experience.
• Minimum 1 year of fraud or risk review or applicable experience.
• Ability to work a Tuesday through Saturday schedule.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.

JobFamily

Fraud Mitigation

JobFunction

Fraud Mitigation

PayType

Hourly