42 applicants

Company

Arvest Bank · 19 hours ago

IAS Fraud Intake Analyst 1

United States

Full-time

Remote

Entry Level

$19.46/hr - $23.11/hr

1+ years exp

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Responsibilities

Work in a remote call center environment that requires 100% phone-based customer interaction. Receive incoming calls from customers reporting suspected fraudulent activities.

Assist with internal and external customer inquiries by using proper communication guidelines and customer authentication techniques, utilize multiple banking systems to access customer account information, and follow through to a satisfactory resolution on inquiries, requests or complaints where an element of risk is present; this includes assisting customers who have been escalated due to inability to authenticate through normal processes.

Assist both internal and external customers with verifying suspect transactions – this includes but is not limited to: restricting access and filing disputes when fraud has occurred or reactivating customer access and excluding from the fraud monitoring systems if activity is determined to be valid.

May submit transaction disputes at the time transaction fraud or errors have been identified, replace debit card, and assess potential for quicker customer resolution experience.

Assist internal customers with questions regarding transaction disputes or the dispute process.

Work with retail and commercial customers who have experienced varying types of fraud, account takeover or compromised information such as social security number, identification, or credentials to mitigate risk.

Assess overall risk of the fraud event by identifying fraud type, channels impacted, and transactions involved; take appropriate action based on the type and extent of the fraud occurrence to mitigate risk.

Ensure an exceptional customer service experience is above average and accommodate customer requests, once authenticated, with troubleshooting errors they may be encountering related to transaction verification or one-time passcodes.

Collaborate effectively with cross-functional teams, such as fraud investigators and management to ensure timely notification and feedback loop of reported fraud incidents.

Be a subject matter expert in identifying fraudulent activity, typology, and proper resolution process necessary to ensure the trust and safety of the customer.

Maintain clear and concise communication with team members and supervisors, sharing information, observations, and trends regarding reported fraud cases.

Stay abreast on fraud trends and review operational instructions, recommend updates to leadership, as necessary.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Qualification

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Fraud DetectionFraud PreventionWindows EnvironmentCall Center ExperienceRisk AssessmentBanking Systems

Required

High School Diploma or General Education Diploma (GED) or relevant military experience

1 year of relevant Customer Service, Call Center or bank related experience

Successful achievement of defined competencies of Level 1

Relevant military experience is considered for veterans and transitioning service members

High School Diploma or General Education Diploma (GED) or military experience for Level 2

2 years of relevant Customer Service, Call Center or bank related experience or equivalent skills-based readiness as outlined in the IAS Fraud Intake Analyst Progression Checklist Level 1 → 2 for Level 2

1 year of Fraud, loss prevention, escalated helpline or relevant experience for Level 2

Successful achievement of defined competencies of Level 1 & 2

Associates Degree or equivalent related work or military experience for Level 3

2 years of fraud, loss prevention, escalated helpline or relevant experience for Level 3

Successful achievement of defined competencies of Level 1, 2, & 3