Fraud Operations Coordinator

Fraud Operations Coordinator 

STATEMENT OF RESPONSIBILITY:

Reporting to the VP Deposit Operations & eBanking, performs a wide and in-depth variety of responsible work in accordance with established policies, procedures, and governing laws.  Performs duties relating to the execution of the Bank’s financial management and information processing systems, including analysis & review, investigative functions, and reporting.  Performs operational and technical duties as required to accomplish departmental and management objectives.  Requires attention to detail, interdepartmental collaboration, clear communication, objective decision-making, sound judgment, and ability to operate with minimal supervision. Duties involve sensitive information subject to important confidentiality standards.

ESSENTIAL POSITION OBJECTIVES:

• Maintain high level of customer service both internal and external.
• Facilitate ACH originations, Remote Deposit Capture transactions, and Wire Transfer set ups, troubleshoot, and review files. This periodically requires virtual availability with the customer and item processor.
• Perform account research, analyze inquiries and issues, process adjustments & corrections to customer accounts as needed, and report conclusions and outcomes.
• Execute on Quality Control functions relating to Operations procedures and practices.
• Collaborate in the identification, review, investigation and resolution of actual and suspected fraud and other criminal activity. This includes monitoring information relating to unauthorized transactions and other forms of fraud, investigating transactional activities, responding to internal inquiries, and playing an integral role in the investigative process.
• Research discrepancies, accumulate all necessary information, and take appropriate action to minimize, stop, or otherwise prevent Bank and customer losses associated with fraud, identity theft, and other criminal activity.
• Maintain adequate records with respect to all duties, update case files & logs, and initiate/assist with external/law enforcement investigations.
• Maintain a working knowledge of evolving fraud trends and recommend corresponding changes to system rules, parameters, and other Bank practices.
• All employees are accountable for compliance with all laws, regulations, and adherence to established internal controls and procedures when performing their job duties.  Each employee is expected to be familiar with the procedures and the legal and regulatory requirements and internal controls affecting the employee’s job responsibilities.  It is the affirmative duty of each employee to always carry out these responsibilities in a manner that complies with all applicable legal and regulatory requirements and internal controls.

SKILLS AND ABILITIES REQUIRED:

• Excellent communication skills to interact with all levels of management, customers, and employees in all departments of the Bank whether in person, by telephone, or in writing.
• Computer skills sufficient to carry out job functions within Microsoft Word, Microsoft Excel, Microsoft Outlook, and other programs/platforms utilized by the Bank.
• Ability to maintain a thorough working knowledge of bank products, fee structures, and relevant policies & procedures as they pertain to the Operations Department and other aspects of the Bank.
• Strong knowledge and understanding of governing regulations and rules relating to item processing, wire transfers, funds availability, and electronic banking (Electronic Funds Transfer Act, Truth In Savings Acts, Expedited Funds Availability Act, NACHA Rules, MasterCard Rules, NYCE Network Rules, and general US PATRIOT Act/Bank Secrecy Act obligations).

MINIMUM LEVEL OF PREPARATION AND TRAINING REQUIRED BY THE JOB:

High school diploma or equivalent with three-five years working experience in a banking or related business-oriented environment and having a working familiarity with accounts, governing laws, and customer relations as well as a working knowledge of loss and fraud detection/prevention principles, potential compliance and regulatory issues. Proficiency in various operations/transactional functions.

WORKING CONDITIONS:

Professional office environment with little discomfort caused by noise, heat, dust, or other adverse factors.  Work input/output requirements, as well as computer failure could cause long and/or unpredictable hours.

DISCRETION: Must be able to handle a variety of transactions requiring ability to analyze and evaluate circumstances and make appropriate decisions according to operating policies, procedures, and Regulations while maintaining confidentiality standards.

ACCOUNTABILITY:

Failure to comply with the responsibilities of the position could result in inefficiencies, poor customer service, and/or Bank losses.  Has regular access to customer confidential files and information.

LEADERSHIP:

Works with minimal supervision under the VP Deposit Operations & eBanking. May be asked to assist and help others in need of operations information.