What are the responsibilities and job description for the Operational Specialist - Fraud position at EXCHANGE BANK & TRUST CO?
Summary/Objective: This position provides a wide variety of duties in the Operations Department. Performs various daily tasks related to the day-to-day operations of the bank as well as handle functions that have a regulatory, monetary, and potential reputational risk impact. Functions are time sensitive and must be adhered to by means of policy and procedure. The required hours are Monday – Friday from 8:00 am to 5:00 pm and some Saturdays from 9:00 am to 1:00 pm.
Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist customers and departments with card usage, disputes, and fraud questions via phone and email.
- Contact customers to verify transactions that may possibly be fraud per the Risk Alerts received from REDI and Pulse.
- Review and analyze fraud trends to determine possible cardholder exposure to fraud. Block and reissue cards as necessary.
- Process Mastercard fraud disputes per policy and Reg E.
- Reg E expert: trainer--updates and maintain fraud logs
- Monitor decision alerts in Alert Center, Fraud Alert, REDI, EZ Shield and other fraud tools, with a high degree of accuracy and take appropriate action to prevent fraud losses
- EZ Shield POC and Red Flag Administrator
- Monitor pre-dormant accounts
- Back up to ACH
- Back up to the Call Center included in Saturday rotation.
- Recognizes problems that could have a customer or regulatory impact and escalate to management.
- Cross train in all the functions of the Deposit Operations
- Complies with all regulatory requirements and ensures that appropriate documentation is completed.
- Follows bank policies and procedures.
- Represents oneself and the bank in a positive, courteous, friendly, and professional manner.
- Attends training as required by Exchange Bank as well as support the overall compliance program by complying with all laws, policies and procedures.
- Performs other relevant duties as assigned.
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must occasionally lift and/or move up to 25 pounds. This position may require long periods of standing or sitting and may include long periods of typing and repetitive motion. Candidates must also have the ability to stoop, bend and squat in order to fulfill physical demands.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Write routine reports and correspondence.
- Speak effectively before groups of customers or employees of organization.
- Work with Internet Explorer software; Microsoft Excel Spreadsheet software and Microsoft Word-Word Processing software.
Required Education and Experience:
- Associates degree, bachelors degree from any college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Preferred Education and Experience:
- Proficient in all Microsoft Office applications (Word, Outlook, Excel etc.)
- Experience with Jack Henry