MSCC - Team 8 - MSCC Fraud Review Specialist

Tuesday, November 5, 2024TITLE: MSCC FRAUD REVIEW SPECIALISTSTATUS: NON-EXEMPTREPORTS TO: SUPERVISOR - CONTACT CENTERDEPARTMENT: MSCCJOB CODE: 11740PAY RANGE: $28.00 - $28.00 HOURLYGENERAL DESCRIPTION:The position is responsible for providing the best member experience for fraud related telephone interactions. Team members are responsible for addressing, researching and resolving fraud inquiries by reviewing account activity and confirming the member’s identity. Will mitigate fraudulent activity and credit union losses by restricting accounts or products as appropriate. This position will also be the initial point of contact to provide support and guidance for suspicious or fraudulent activity to the frontline Contact Center representatives.TASKS, DUTIES, FUNCTIONS:Create and maintain a positive and informative member experience when verifying or taking a report of fraud or responding to a status inquiry.Assist with, respond to and/or resolve member issues related to fraud.Responsible for opening and updating fraud cases for members including documenting any member responses related to the fraudulent activity on their accounts.Review and resolve deposit fraud and account fraud case types within department expectations.Review and respond to check fraud claims as received by members and/or other financial institutions.Process travel plans, using knowledge of fraud systems and trends to carefully weigh the risk of fraud monitoring exclusion against potential declines and a poor member experience.Identify, document and report any unusual or suspicious member activity according to enterprise procedures to the appropriate fraud or BSA department for further investigation.Entry level review of system reports of transactions, check images, verifications and fraud claim activity to identify common points of purchase and data breaches and determine opportunities to utilize rules engines to mitigate credit union losses.Follow current fraud trends and gather information via internal fraud updates, industry webinars, forums, and publications.Review various operational documents and reports to ensure proper procedural compliance, accuracy, and authenticity.Collect and review documentation provided by members required to submit fraud claim or disputes to merchant or acquirer, including but not limited to affidavits, complete dispute forms and letters, receipts and transaction documents.Monitor and comply with all established security, internal audit, security and credit union rules, regulations, departmental procedures and applicable government policies and regulations.Maintain knowledge by keeping updated with required regulations or procedures through emails, publications, online resources, and procedure changes.Update notes and information on all Claims and Fraud cases related systems with a high degree of accuracy; maintain call records and adjustment maintenance information.Assists with the training of new staff and acts as a resource for all team members regarding a variety of loss prevention and fraud scenarios.Meet performance standards comparable to grade level, with phone efficiency and member relationships/solutions building in a fast-paced environment.Perform all responsibilities in a professional manner with the highest ethical standards, protecting the confidentiality of all member and internal information and documents.May provide support to the Supervisor on department projects.Additional duties may be assigned as necessary to maintain daily operations.PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:Prolonged sitting throughout the workday using the telephone to accomplish tasks.Effective oral and written communication skills required to assist other staff members and to constructively follow-up on member inquiries and concerns.Hearing in the normal range is required. A telephone device to enhance hearing will be provided if needed.Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation.ORGANIZATIONAL CONTACTS & RELATIONSHIPS:INTERNAL:

Supervisors, frontline contact center representatives and other departments as needed.EXTERNAL:

Members, vendors and business partners, and industry peers as needed.QUALIFICATIONS:EDUCATION:

Successful completion of High School curriculum or equivalent work experience. Some college preferred, but not required.EXPERIENCE:

Two years as a MSR II or higher or three years of financial institution or law enforcement experience.KNOWLEDGE / SKILLS:Effective oral and written communication skills with the ability to effectively communicate with internal and external contacts.Knowledge of Credit Union products, services, policies & procedures.Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments.Strong attention to detail in working cases.Must be self-motivated and capable of exercising sound judgement, working both independently as well as in a team environment.Maintain thorough knowledge of Relationship Manager, Partner care, Fiserv Check Imaging, Open Solutions Imaging, Optical, New Accounts, Shared Branching, Verafin, and other systems need to perform the job requirements.Excellent judgment and the ability to make accurate decisions independently.Proven ability in building member relationships and providing needs-based product solution.PHYSICAL REQUIREMENTS:Prolonged sitting throughout the workday with occasional mobility required.Corrected vision within the normal range.Hearing within normal range. A device to enhance hearing will be provided if needed.Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.LICENSES / CERTIFICATIONS:NoneTHIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

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