Northwest Bank · 3 weeks ago
Contact Center Fraud Senior Specialist
Warren, PA
Full-time
Onsite
Mid, Senior Level
$18/hr - $20/hr
2+ years expNorthwest Bank is seeking a Senior Specialist within the Fraud Contact Center to provide exceptional service to customers dealing with fraud inquiries. This role involves supporting customers through the fraud intake process, partnering with Fraud Investigators, and ensuring compliance with policies and regulations.
BankingFinancial Services
Responsibilities
Provide support to internal and external customers with a broad range of fraud related matters. These interactions may occur across multiple delivery channels
Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards , and designated performance targets
Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses
Work resolve complex customer service issues, provide recommendations on appropriate solutions and employ a first call/contact resolution approach when appropriate
Monitor intake cases and report any trends to leadership that are identified
Maintain support of early detection monitoring and other fraud reports and escalate customer scenarios into cases as needed
Appropriately assess risk when business decisions are made
Maintain strong levels of attention to detail while completing assigned tasks
Work extended hours and weekends on a rotating basis to provide support based on customer demand
Provide case closeout support after fraud related issues have been fully resolved
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
Qualification
Required
High School Diploma or equivalent
2 - 3 years Bank or Fraud related experience
2 - 3 years Clerical or case management
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
Preferred
Associate's Degree or equivalent
Knowledge of regulatory and compliance standards
Ability to understand account histories and transactions
Knowledge of check cashing laws
Benefits
Additional bonus earning opportunities
Benefits
Company
Northwest Bank
Northwest Bank is a financial firm that offers banking, lending, payments, and wealth management solutions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Louis Torchio
President & Chief Executive Officer
Jim Colestro
Retail Lending > Small Business Banking > Payments
Recent News
2025-10-31
2025-10-10
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