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OnPoint Community Credit Union · 6 hours ago

Fraud Support - Fraud Support Specialist

Portland, OR

Full-time

Onsite

Entry Level

2+ years exp

OnPoint Community Credit Union is seeking a Fraud Support Specialist who will serve as a first-level resource for branches and the Contact Center regarding fraud guidance. This role involves analyzing accounts for potential fraud, providing high-quality support, and resolving escalated issues while documenting actions thoroughly.

BankingConsultingFinancial ServicesInsurance

Comp. & Benefits

Responsibilities

Acts as the first-level resource to branch and Contact Center staff for questions/issues on account or person-level fraud

Provides professional, high-quality support to OnPoint staff

Analyze accounts and situations for risk assessment, making determinations if fraudulent activity exists or has the potential to occur, and take appropriate actions to either stem monetary loss or restrict accounts to further investigate root cause

Helps resolve escalated situations and researches complex issues in a proficient, timely manner to include communication directly with the member. Identifies when it is necessary to take over communication directly with member to resolve situation

Thoroughly documents and notates information and actions on all calls

Recommends procedural changes to improve efficiency

Identifies, communicates and addresses training needs of branch and Contact Center staff

Performs additional duties as required by Fraud Manager

Qualification

Fraud review processesRisk assessmentOnPoint products knowledgeRegulatory requirements knowledgeProblem resolutionVerbal communicationWritten communicationLeadership abilityInitiativeTeamwork

Required

High school diploma or GED

Minimum two years of financial industry experience

Minimum two years of member service or applicable experience

Minimum 1 year of fraud or risk review or applicable experience

Ability to work a Tuesday through Saturday schedule

Working knowledge of OnPoint products and services, thorough knowledge of fraud review processes and actions

Knowledge of the computer system and applicable software programs

Working knowledge of regulatory requirements and current credit union policy and procedures

Strong professional verbal/written communication skills

Ability to use positive communication techniques to effectively resolve complex situation, both orally and in written formats

Leadership ability to motivate and earn the trust of staff and reflect confidence in direction

Highly proficient and creative at problem resolution

Ability to take initiative within appropriate authority

Ability to work well within a group and individually with minimal oversight

Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members