Mountain America Credit Union · 14 hours ago
Fraud Management Intake Specialist(Call Center) Evening Shift--Fully Remote or Hybrid
Idaho, United States
Full-time
Hybrid
Entry, Mid Level
2+ years expMountain America Credit Union is seeking a Fraud Management Intake Specialist to provide primary phone support for members and internal customers regarding fraud-related inquiries. The role involves filing fraud affidavits, resolving alerts, and ensuring the protection of members' accounts while maintaining quality service across various communication channels.
BankingFinancial ServicesMortgage
Responsibilities
Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship
Maintains attention to detail to ensure the protection of Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience
Promptly partners on complex fraud incidents with the Fraud Alerts Team, Fraud Investigations Team or Fraud Recovery Team
Assists internal teams with fraud-related overrides
Initiates card claims through case filing system (Quavo)
Provides status updates for all claim types through multiple systems
Assists in clearing out card alerts by interviewing members who call back in on an alert investigation
Review, advise and assist branches with suspicious check reviews and placing/removing holds
Resolves suspicious card, P2P, and other alerts on member accounts
Resolves blocks and locks on suspicious online/mobile sessions. Adds accounts to whitelists as appropriate to mitigate member impact
Communicates with FIS on Zelle alert requests for block removal on member profiles
Assists and advise other business units to appropriately resolve Red Flags concerns, identity verification on new applications and applications conditions
Completes initial ID Theft reports and appropriately recommends further actions to secure the legitimate member’s/consumer’s identity until an investigation can occur
Oversee incoming Service Now Ticket for Fraud Department-reassign ticket, work urgent cash withdrawals/recent branch transactions
Provides management with immediate feedback to improve processes
Promptly and appropriately logs complaints and submit SAR referrals
Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position
Performs other duties as assigned
Qualification
Required
2+ years of retail banking or related financial service and customer service experience
Ability to multi-task and maintain composure while handling all member and business partner activities and requests
Ability to communicate effectively using written and verbal communication
Ability to work in a multi-channel (phone, chat, email) environment
Ability to appropriate de-escalate calls, while documenting member feedback/complaints (CRM)
Ability to show effective decision-making skills and recognize the appropriate fraud related account holds/restrictions to add or remove based on the situation
Associate degree or equivalent work experience
Working knowledge of PC's, Windows, internet browsers, e-mail, Intermediate level Word and Excel
Knowledge of Internet security and protocols
Ability to applicable software applications
Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of employees, members, or clients
Proficient in verbal and written communication
Tact and diplomacy are critical to this position
Objective critical and analytical thinking are critical to this position
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds occasionally
There are no unusual environmental factors (such as a typical office)
Moderate noise (business office with computers and printers, light traffic)
Preferred
Fraud related experience preferred
Benefits
Shift Differential: A $1.00hr shift differential is paid for hours after 6pm M-F and all hours worked on Saturday
Bilingual Differential: Spanish Speaking Bilingual $1.00 Differential for use of language skill available
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
Company data provided by crunchbase