We prioritize the security and confidentiality of sensitive information and operational excellence. We are seeking a highly motivated and detail-oriented Bi-lingual Suspicious Activity Prevention Analyst to join our team and contribute to maintaining the integrity of our operations.

Daily Tasks:

1. Call Monitoring and Analysis:

- Listen to recorded calls to identify any suspicious activity or potential irregularities.

- Utilize specialized tools to analyze voice patterns and detect anomalies.

2. Detailed Call Descriptions:

- Create comprehensive and accurate descriptions of calls, documenting any irregularities or activities that raise suspicion.

- Maintain organized records of analyzed calls for future reference.

3. Voicemail Inspection:

- Regularly review voicemails left by callers to identify any signs of suspicious activity.

- Develop a systematic approach to voicemail analysis and documentation.

4. Score carding:

- Implement a scoring system to evaluate calls based on predefined criteria.

- All agents will be given a weekly and daily goal of scorecards required.

- Provide feedback and recommendations to call center agents for improving their handling of calls.

5. Other

- Prepare summaries of key findings and memos for review by the Line Manager

- Any other ad-hoc duties as assigned by Line Manager

- Review, risk rank, and opine on issues raised through the self-assessment process in conjunction with the appropriate subject matter experts.

- Language translations (Spanish)

Weekly Tasks:

1. Activity Reporting:

- Generate weekly reports summarizing suspicious activities, identified patterns, and recommended actions.

- Communicate findings to the supervisor and relevant stakeholders.

- Investigate and evaluate operational incidents.

2. Supervisor Notification:

- Immediately inform the supervisor of any suspicious activity that requires immediate attention.

- Collaborate with supervisors to address potential risks and implement preventive measures.

3. Training and Development:

- Assist in the development of training programs for call center agents on suspicious activity prevention techniques.

- Conduct periodic training sessions to enhance the team's awareness and skills. Projects:

1. Special Investigations:

- Participate in special projects related to suspicious activity prevention, such as investigating specific incidents or patterns.

- Collaborate with cross-functional teams to address emerging threats.

2. Process Improvement Initiatives:

- Contribute to ongoing efforts to enhance suspicious activity prevention protocols and procedures.

- Propose and implement improvements to existing systems to mitigate risks effectively.

3. Internal and External Audits

- Audit accounts provided to us by external auditors, create a summary and provide detailed recording of the call

- Propose and implement improvements to existing systems to mitigate risks effectively.

- She/he supports management on Business Recovery, Management Reporting, Error Analysis, System/User Access Reviews, Reconciliation monitoring and on-going projects and other business specific control and risk activities where applicable.

Qualifications:

- Previous experience in suspicious activity prevention, risk management, or a related field.

- Strong analytical skills and attention to detail.

- Excellent communication skills, both written and verbal.

- Ability to work independently and collaboratively within a team.

- Familiarity with call center operations and PHI regulations is a plus.

- Fluent Spanish