Pay Range: $45,002 - $68,599 (Annually)

FUNCTION:
The Fraud Analyst works within Risk Management team and is responsible for supporting Bangor Savings Bank’s mission to identify, monitor, investigate, and report suspicious activity relating to account fraud, payment card fraud, payment card disputes, money laundering, identity theft, or other suspected violations of law and Bank policy. The Fraud Analyst will work with peers, management, business line managers, compliance, and legal counsel to insure effectiveness of security and fraud practices.

ACCOUNTABILITIES

Operations/Process:

• Processes incoming customer payment card disputes from the Branches and Bangor Support. Works with those business lines and customers to handle the dispute from reception to resolution with the best interests of Bangor Savings Bank and our customer in mind.
• Stays up-to-date on all requirements and changes pertaining to relevant regulations and contracts including but not limited to: Regulation E, MasterCard, Fiserv, Verafin, and BSB customer agreements.
• Triages transaction monitoring alerts, system reports, referrals from other departments and additional means to identify suspicious and/or fraudulent activity in areas such as online banking, wires, ACH, check kiting, check fraud, account abuse, payment cards, and identity theft.
• Conducts timely analysis and investigations of alerts and anomalous transactions to identify potential suspicious or fraudulent activity and/or identify theft. Monitors and evaluates dispute trends and implement transaction blocking rules to prevent additional customer and/or bank losses.
• Maintains comprehensive case files and ensures appropriate documentation is retained in accordance with regulatory requirements.
• Interacts and assists Bank customers, employees, and various law enforcement agencies regarding investigations of potential fraudulent transactions and provides comprehensive and timely information.
• Makes recommendations to management pertaining to all processes and procedures related to fraud and customer disputes. Proactively looks for improvements in the processes supporting bank goals of customer service, operational efficiency, and financial success.
• Participates in and/or conducts ongoing training sessions for bank personnel regarding fraud as well as acts as a resource within the Risk Management Department. Assists in other Risk Management activities as deemed necessary in order to administer the Bank’s enterprise wide risk management program.

Customer Experience:

• Proactively communicates with manager, team members, internal/external customers to ensure timely resolution of all problems and customer complaints.
• Assists in research and resolution of complex customer complaints/issues as appropriate.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies:

• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.
• Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.
• Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning

Knowledge/Skills/Experience Requirements:

• College degree preferred. Relevant work experience accepted.
• Minimum of two years banking experience required
• High degree of analytical skills and the ability to handle complex problems
• Exhibits professionalism in handling multiple tasks in a fast paced-environment
• Organized, sets priorities, and meets deadlines
• Strong communications skills, both verbal and written
• Excellent customer service skills required
• Attention to detail, emphasis on accuracy
• Strong multitasking skills including the ability to remain highly accurate with the data while completing multiple simultaneous tasks
• Ability to work with little supervision
• High Microsoft Word, Outlook, and Excel proficiency required. Experience with Verafin, Centrix, and Fiserv a plus.

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs.) required.
• Moderate reaching, walking, sitting and standing required

Equipment Used:

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.