Job Information
Hills Bank Fraud Specialist in IA, United States
SCHEDULE: Full-time; Monday through Friday, (8:00 am - 5:00 pm) Average of 40 hours/week.
LOCATION: Iowa City Area
BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!
SCOPE:
The Fraud Specialist position is responsible for the review, analyzation, investigation and resolution of all system generated as well as both internal and external customer reported fraudulent transactions. They will also provide fraud support to internal and external customers in a clear, concise, knowledgeable and timely manner via a variety of communication methods. The position will play an important role in the analysis of fraud trending and will be responsible for communicating fraud events to management in a timely manner to ensure the mitigation or elimination of financial loss in the best interest of customers and the bank.
ACCOUNTABILITIES:
Fraud Support
Fraud support consists of inbound and outbound calls relating to debit card, credit card, ACH, bill payments, external account and wire transfers, account opening, checks, ID Theft, scams/schemes, loan applications, money laundering, information brokering, and blackmail.
Receive inbound calls and work with customers to dispute transactions that the account holder does not recognize.
Make outbound calls to verify transaction activity with account holders.
Provide superior customer service by being a resource for both internal and external customers in relation to fraudulent account activity, including but not limited to communication via phone, voicemail or email.
Ensure prompt and courteous response to internal and external customer inquiries.
Advise both internal and external customers on the resolution of fraud issues and executing and maintaining account security.
Appropriately assist with, resolve or escalate difficult situations.
Appropriately assess risk and place Reg CC holds based on governing rules and regulations, as applicable, and actively monitor holds placed for potential ongoing concerns prior to hold expiration.
Protect our customers. Make them aware if their personal information has been compromised and assure them we are here to help them every step of the way.
Educate customers. Actively take a role in informing them on how to protect their information and avoid being the victim of a scam.
Assist in ongoing Branch support and staff training as needed.
Fraud Review
Must possess a strong understanding of the payment technology industry (including chargeback/dispute lifecycle)
Review electronically deposited transactions to ensure they meet appropriate deposit guidelines. Place holds on deposits as necessary adhering to defined regulations and approve transactions.
Review deposit transactions with frontline staff to determine the necessity of a hold including but not limited to the review of loss liability to both the customer and bank.
Have the skillset to thoroughly review and define red flags when reviewing domestic and international wires, bill payments and external transfer requests. This includes but is not limited to ensuring proper documentation of such requests, verifying and validating the collectability of funds, ensuring the appropriate procedure has been followed by all staff involved in the process and having the ability to resolve and/or communicate effectively any red flags that arise during review and follow the appropriate escalation path when needed.
Be able understand and implement ACH regulations, rules and guidelines to determine the appropriate processing of disputed ACH transactions.
Be knowledgeable in the defined parameters of Yellowhammer and be able to successfully execute transaction review within the system to determine risk liability for holds to eliminate or mitigate customer andor bank related losses. Must also be able to effectively communicate concerns to frontline staff in relation to the review and collaborate on an immediate resolution in relation to account issues defined that are related to this process.
Be able to effectively utilize all resources provided for the review of daily ATM transactions to ensure action is taken when needed to limit any risk associated with potential customer/bank loss.
Ensure effective and timely security of fraudulently compromised accounts.
Identify any suspicious or high-risk transactions, determine if there is improper activity involved, and help determine course of action.
Ensure fraud cases are being worked timely and we are in compliance with the governing rules and regulations.
Identify and report any patterns and provide assistance to management on trend analysis.
Be fluent in reporting methods used to identify the potential for losses and be knowledgeable of the appropriate action to take in limiting or eliminating such risk. This includes but is not limited to the need for and review of custom created reports based on current trending, return file memo posting transactions of concern and assisting in sight drafts that are potentially fraudulent in nature.
Fraud Investigation
Be able to knowledgeably review, investigate and process disputes for transactions not recognized by the customer. In addition, be able to knowledgeably assist in the review, investigation and processing of disputed transactions which are not fraudulent in nature (i.e. double billing, cancelled services, merchandise or services not received).
Review and research evidence/documentation of any claims reported and provide recommendations when needed.
Prepare and coordinate fraud cases and submit files to the appropriate department.
Other Duties
Assist management with documentation, implementation and review of current and newly implemented team processes and procedures.
Provide support to management as appropriate.
Maintain educational and professional expertise through attendance at internal and/or external educational opportunities.
Perform other duties as assigned.
EDUCATION AND SPECIAL REQUIREMENTS:
High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or two years customer service and banking experience, or the equivalent combination of education and experience.
This job requires skills needed in a typical office environment. This includes computer skills, as well as utilization of office equipment.
EQUAL OPPORTUNITY EMPLOYER