Fraud Service Specialist

Fraud Service Specialist

The Fraud Service Specialist is a dynamic and specialized role that is crucial to the financial well-being of RBFCU and its members. This role focuses on assisting members with fraud related inquiries, case creation, investigations and providing exceptional service through phone and electronic communication; protecting member assets and further mitigating any additional losses.

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

Essential Functions and Responsibilities:

• Receive and process real time solutions to member, non-member, and internal employee case inquiries. Inquiries could include but not be limited to claim status, transaction inquires, and notify members via all communication channels; including inbound/outbound phone calls, electronic and written communication.
• High level comprehension of phone etiquette standards and member interview techniques.
• Communicate sensitive information clearly and effectively; educating and assuring callers on a complete process and resolution.
• Process and/or research inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques.
• Display ownership, accountability, and analytical real time decision-making that directly impacts member interactions and accounts.
• Apply critical thinking to identify, research, and correct account discrepancies, errors, and possible fraud trends.
• Access multiple reporting tools to complete, review, and update account records; ensuring and maintaining data integrity.
• Dedication to developing strong relationships with co-workers, management and other departments.
• Maintain basic working knowledge of RBFCU member handbook, policy and procedures, regulatory laws pertaining to the credit union, and topical knowledge for all credit union area.
• Manage individual department specific metrics and function independently within a designated team with minimal supervision.

*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).

Requirements:

• High School Diploma or GED
• Less than one of 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.

Randolph Brooks Federal Credit Union