Role: This position is responsible for identifying, managing, and mitigating a variety of fraud, loss and other financial schemes across various channels that impact the credit union. They research and investigate suspicious transactions across all payment channels and analyze patterns to detect and deter fraud. Serves as primary backup for one or more key department functions.

Major Duties And Responsibilities

Utilize available technology and systems to mitigate financial loss to the credit union

Monitor, review and investigate daily, weekly, monthly alerts and reports generated through dedicated software and systems
Exercise quick and efficient decision making when reviewing suspected fraud to limit further potential loss to the credit union
Perform general account maintenance functions pertaining to confirmed fraud such as closing accounts, placing holds, terminating services, etc.
Identify fraud patterns, compromises and breaches through certain areas/channel
Analyze case details to determine methodology of each fraud scheme to identify gaps
Create and maintain cases in Insight, Verafin and other applicable systems to better track, manage and prevent fraud loss
Review and process spreadsheets to maintain accurate data and reporting
Connect with applicable law enforcement when filing police reports pertaining to fraud accounts/losses
Review Mobile Deposit Capture items that have been flagged as suspicious and take appropriate action
Prepare bond claims and/or restitution claims on fraudulent losses
Follow all applicable regulations and policies pertaining to the above

Provide exceptional internal and external member service on fraud related issues or concerns

Professionally handle incoming calls, emails and assist as needed
Communicate status and provide input on identified trends regarding fraud with Director Fraud Operations & Disputes
Follow and maintains security policies, internal controls and procedures to protect the employees, members and assets of the Credit Union

Process Card dispute and fraud claims

Prepare fraud claim packets
Review, analyze, and record card fraud activity
Process account credits and chargebacks
Review and process spreadsheets
Follow up on case files
Uses problem solving skills and good judgment to answer questions, address concerns and solve problems for members concerning card and fraud situations
Follow all applicable regulations and policies pertaining to the above

Provide assistance to other areas departments pertaining to the handling of fraudulent activity/transactions

Process transactions as needed
Provide guidance/assistance as needed

Other Duties

Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Exhibit Blaze’s 5A culture – Ambassador, Achievement, Ambition, Ability and Attitude
Regular and predictable attendance
Perform other duties as assigned to support effective department operation

Experience/Education/Certifications/Licenses

High School Diploma or equivalent
1 - 2 years of experience in financial institution and/or fraud/loss prevention experience
Knowledge of Blaze products, services, policies and procedures

Demonstrated Knowledge

Effective time management skills
Ability to problem solve, make decisions, and exercise good judgement
Ability to organize multiple tasks and maintain a courteous demeanor in a busy, high stress work environment
Knowledge of professional telephone etiquette, business grammar and correspondence
Possess good critical thinking skills
Ability to respond and adapt to changing environments and meet tight deadlines
Knowledge of basic arithmetic
Skill in using a personal computer, web browser, and Microsoft office products
Skill of typing and the ability to use a computer keyboard and calculator; ability to learn to use various office equipment
Ability to maintain confidentiality via phone, fax and email

Communication Skills

Ability to proactively respond to members/associates to problem solve based on guidelines; written communications are based on templates but can be modified.

Physical Requirements

Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs

Blaze Credit Union

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