Fraud Management Intake Specialist

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Serve as the primary phone support for members and internal clients with inquiries related to fraud.

• Process fraud affidavits, card claims, and Zelle disputes.

• Address card and online alerts, implementing account restrictions to reduce potential losses.

• Safeguard credit union membership by minimizing fraud-related losses while ensuring an outstanding member experience.

• Collaborate with Fraud Alerts, Fraud Investigations, Fraud Dispute-Recovery, and Fraud Analyst teams on intricate incidents.

• Support branches and the Service Center with fraud-related overrides.

• Initiate card claims via Quavo.

• Provide updates on claim status through various systems.

• Assist with Visa-related card declines due to fraud and offer recommendations for RSM Rule modifications.

• Evaluate suspicious checks and manage holds across multiple systems.

• Conduct interviews with members concerning check issues and account transfers, which include Zelle, A2A, and M2M.

• Implement check holds/releases and account restrictions as necessary.

• Address online banking restrictions related to suspicious online/mobile sessions and add accounts to whitelists when appropriate.

• Communicate with third-party vendors regarding requests for the removal of Zelle alert blocks.

• Assist business units with Red Flags issues and identity verification for new applications.

• Approve General Membership applications by verifying identities and applying conditions as needed.

• Review dealership applications for identity concerns on behalf of the Indirect Lending Team.

• Record CRM complaints and submit SAR/UAR referrals.

• Stay updated on fraud trends and adhere to applicable regulations, including BSA, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, and Regulation E.

• Deliver quality service to credit union members and perform additional assigned tasks.

⛳️ Requirements

• 3+ years of customer service experience at a financial institution or 18 months of member service experience at Mountain America Credit Union.

• Competence in effectively de-escalating calls.

• High school diploma required.

• Experience in navigating and utilizing over 30 different computer systems and websites.

• Strong proficiency in personal computers, Windows-based operating systems, internet browsers, and email platforms.

• Proficiency in Microsoft Word and Excel.

• Understanding of internet security protocols and best practices.

• Capability to work with various software applications used in office and business settings.

• Ability to multitask, including typing notes accurately while actively engaging in phone conversations.

• Excellent verbal communication skills.

• Ability to interpret written safety regulations, operational guidelines, and procedural documentation.

• Skill in drafting clear and concise reports and internal communications.

• High attention to detail and accuracy.

• Strong sense of urgency and accountability.

• Willingness to learn and adapt to emerging fraud trends and technologies.

• Empathy and professionalism when assisting members affected by fraud.

• Critical thinking and problem-solving abilities in high-pressure situations.

• Capability to sit, talk, and hear consistently; stand, walk, and use hands occasionally.

• Proficiency in both close and distance vision.

• Ability to occasionally lift up to 10 pounds.

• Spanish bilingual proficiency is eligible for a differential.

• This position is not available for performance in Colorado or Connecticut, whether remotely or in-person.

🏝️ Benefits

• Full-time schedule: Monday–Friday 11:00am–8:00pm; rotating Saturdays 8:00am–4:30pm.

• $1.00/hour shift differential for hours worked after 6pm Monday–Friday and for all hours on Saturday.

• $1.00 bilingual differential for Spanish-speaking employees utilizing their language skills.

• Reasonable accommodations provided for individuals with disabilities.

• EEO/AA/ADA/Veterans employer.