Fraud Resolution Specialist

Job Description and Requirements

The Fraud Resolution Specialist is a dynamic and specialized role focused on investigating and resolving fraudulent activities related to member accounts. This role involves analyzing transactions, identifying potential fraud, and working directly with members to resolve cases efficiently. This role plays a critical part in protecting RBFCU & its members from financial losses by using fraud detection tools, managing case documentation, and maintaining compliance with relevant regulations.

* This job may be eligible for work from home - hybrid schedule (please refer to the Remote Work Capability and Work From Home section of the Employee Handbook).

Bilingual in Spanish and English? Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification.

Essential Functions & Responsibilities:

- Process and/or research standard and specialized inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques while simultaneously navigating multiple specialized web based programs and software to properly investigate cases.
- Display ownership, accountability, and analytical real time decision-making that directly impacts member interactions and accounts while being able to communicate sensitive information clearly and effectively; educating and assuring callers on a complete process and resolution.
- High level comprehension of phone etiquette standards and member interview techniques as applied to a investigational standard.
- Apply critical thinking to identify fraud trends, research, and correct account discrepancies or errors.
- Create fraud cases and complete proper affidavits upon receipt of fraud documentation and determine validity of refunds.
- Research accounts for suspicious activity, review alerts, identify derogatory information, and place restrictions when appropriate.
- Access reporting tools to review, complete, and update account records; ensuring and maintaining data integrity.
- Manage individual department specific metrics and function independently within a designated team with minimal supervision while investigating in depth or thorough account review for suspicious activity including investigating complex situations.
- Dedication to developing strong relationships with co-workers, management and other departments.
- Maintain basic working knowledge of RBFCU member handbook, applicable regulatory laws, policy and procedures and topical knowledge for all credit union areas.
- All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Requirements:

- High School Diploma or GED
- Less than one year of previous job related work experience
- Must be able to work a Monday - Saturday schedule
- Type and 10-key by touch. Proficient in utilizing PC, software, and other office equipment
- Must have good communication and interpersonal skills
- Good attendance and promptness is pertinent

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.