Job Position: Fraud Operations Specialist Date: April 9, 2024

Position Type: Full-Time FSLA Category: Non-Exempt

Job Summary:

Responsible for daily operations of digital banking products and services, including online/mobile banking and risk management. Works with digital banking related third party vendors to ensure our digital banking platform is operating efficiently. Provides prompt, professional, and courteous support.

Primary Responsibilities:

The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

• Provides prompt, professional, and courteous operational support to Retail branches, internal departments, and external customers by answering questions, researching information, and providing solutions associated with all digital banking products and services.
• Perform client dispute workflow including receipt, notification, documentation, investigation, and communication of outcome. This includes but is not limited to the following dispute types: ACH, ATM deposit, Debit Card, and Check.
• Review compromised cards to ensure they have been correctly blocked to avoid losses.
• Have good working knowledge of Reg E, UCC check return guidelines, and NACHA return guidelines.
• Availability to support and provide independent resolutions to clients/vendors during business hours, after-hours, and/or weekends, as needed.
• Monitors and reviews Commercial processes (ACH, RDC, Wire): Reports, transaction approval, file validation, etc.
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy.
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML
• Participates in job specific training and other various Bank training programs, as necessary.

Supervisory Responsibilities

• None

Skills and Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or GED is required; Bachelor’s degree in Business preferred or
• 2-4 years of work experience in a business or professional environment
• At least one year of digital banking related work experience.
• At least one year of banking or financial institution work experience
• Proficient using online and mobile banking solutions.
• Ability to work independently with little supervision.
• Strong working knowledge with Microsoft Office computer software (Outlook, Excel and Word)
• Strong knowledge of financial products and services.
• Good organizational and customer service skills
• Excellent verbal and written communication skills to communicate professionally.
• Ability to work successfully in a high stress environment

Computer and Office Equipment Skills:

• Microsoft Office Suite including Word, Excel, and PowerPoint

Physical Requirements:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

• While performing the duties of this job this individual is regularly required to stand for long periods of time, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and /or move up to 25 pounds.
• Specific vision abilities required by this position include, close vision, and the ability to adjust focus.

Mental Requirements:

• The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Encore Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, age, ancestry, citizenship, sex, sexual orientation, gender identity, national origin, marital status, genetic information, physical or mental disability, veteran status or any other characteristic protected by law.