Specialist - Ops Electronic Banking Dept

Job Description

Job Description

Position Function:

Under the general direction of the Electronic Banking Department Manager, this position reviews suspicious debit card activity, conducts fraud investigations, and assists customers with Electronic Banking products and services. Responsibilities include resolving customer inquiries, ensuring accurate reporting, supporting fraud prevention efforts, and protecting both customers and the Bank. Specialists II and III also provide on-the-job training and guidance to team members while demonstrating the Company's Core Values and customer service standards.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Review transaction activity within the Case Tracker system (Fiserv) to identify potentially fraudulent activity.
• Contact customers following established outbound calling procedures to verify transaction authenticity. Confirm transaction status directly with customers and gather necessary details and disposition transactions based on customer feedback and fraud investigation findings.
• Accurately update case records and reporting to ensure complete documentation of activities.
• Collaborate with team members to support continuous improvement in fraud mitigation processes.

Minimum Qualifications:

Education:

Specialist I/II:

• High School Diploma or GED equivalency required.
• Bachelor’s Degree from an accredited 4-year university, preferably in a related field preferred.

Experience:

Specialist I:

• 1+ years of experience in related field required.
• Experience with banking systems or fraud detection tools preferred.

Specialist II:

• 2+ years of experience in related field required.
• Experience with banking systems or fraud detection tools preferred.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.