Job Description
Responsibilities include but are not limited to :
- Receive, coordinate, and disposition, incoming phone calls to the FRM hotline and emails to the FRM Mailbox.
- Correspond with internal and external clients to request, or validate, relevant information and documentation, and troubleshoot issues, as needed.
- Engage with other financial institutions, and internal and external stakeholders, to request or confirm information.
- Perform OSINT research and review and research internal records and documentation.
- Manage the coordination, assignment, disposition, and escalation, of all Fraud Referrals submitted to FRM.
- Maintain case assignment log and update accordingly.
- Document and track the Fraud Referral Intake and assignment (Performance) Metrics.
- Examine, evaluate and address Inbound and Outbound UCC Fraud Claims and the receipt of recovered funds.
- Identify and advise the Fraud Intake Supervisor of potential Policy and Procedure improvements, updates, and any Fraud Trends identified.
- Support FRM Investigations as necessary with projects or administrative tasks, as needed.
Requirements
Required Skills :
- Possess excellent internal and external customer service skills.
- Possess strong interpersonal skills and a great phone personality, expressing genuine concern and a tone that is welcoming.
- Demonstrate consistent professional demeanor and teamwork.
- Excellent verbal and written communication skills.
- Ability to prioritize and organize assignments with attention to detail.
- Ability to work independently and as a member of a team.
- Confident with technology possessing intermediate computer skills involving MS Excel, Outlook and Word, along with an excellent aptitude for quickly gaining a functional knowledge of new technology.
- Ability to work in a fast-paced environment with critical time limits and decision-making.
- Committed to continuous improvement toward excellence.
Required Experience :
- High School Diploma or GED.
- Minimum of 3 years of Banking and / or related experience.
Preferred Experience :
- Associate's or Bachelor's degree from an accredited college or university.
- Banking-related training or certifications such as CFE.
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