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Northwest Bank · 21 hours ago

Contact Center Fraud Analyst

Buffalo, NY

Full-time

Onsite

Entry, Mid Level

$23/hr - $26/hr

2+ years exp

Northwest Bank is seeking a Contact Center Fraud Analyst to support customers impacted by fraud events. The role involves investigating fraud cases, monitoring alerts, and collaborating with law enforcement as necessary.

BankingFinancial Services

Responsibilities

Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards , and designated performance targets

Supporting various fraud related activities, including investigating and resolving reported external frauds, monitoring the fraud detection system, coordinating fraud alerts

Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses. Understand, and recognize fraud indicators on accounts, and take appropriate actions to reduce risk and loss exposer

Identify education opportunities and leverage industry resources, to stay current on fraud trends

Administer the fraud case management system, substantiating investigative findings with statements and items of evidence

Reporting findings to leadership

Referring fraudulent activity to federal, state and local law enforcement agencies for prosecution

Conduct interviews as needed depending on the investigation

Consult on issues of fraud, suspicious activity and security

Assist bank security as needed for related cases

Prepare and analyze department reports

Maintain strong levels of attention to detail while completing assigned tasks

Appropriately assess risk when business decisions are made, and escalate as needed

Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed

Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations

Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

Work as part of a team

Work with on-site equipment

Complete other duties as assigned

Abide by the rules of the safety and loss prevention program

Perform work tasks in a safe manner

Report any and all injuries to supervisor

Know what to do in case of an emergency

Qualification

Fraud investigationFraud detection systemsData analysisRegulatory complianceMicrosoft OfficeEffective communicationTeam collaborationProblem-solvingAttention to detail

Required

Associate's Degree or equivalent or Bachelor's Degree or equivalent

2 - 3 years Bank or fraud related experience

Less than 1 year Balancing Fraud prevention with maintaining a positive customer transactional experience

2 - 6 years Retail or Branch Banking experience

Ability to establish effective working relationships among team members and participate in solving problems and making decisions

Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written

Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information

Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information

Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas