Support Representative

4 weeks ago

Phoenix, United States Sumitomo Mitsui Banking Corporation (SMBC) Full time

Join us on our mission to create a completely new, 100% digital bank that truly serves customers‘ best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

The anticipated salary range for this role is between $48,000.00and $70,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan and the 12th largest bank in the world with operations in over forty countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the ‘patient capital‘ necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

SUMMARY:

As a Fraud Support Representative, you will work with customers and internal teams on cases of potential fraud and events reported as fraudulent. The Fraud Support Representative will help customers who are victims of fraud navigate next steps, giving support and empathy in what can be an extremely difficult experience. This role works closely with all lines of business and Fraud Investigations.

POSITION SPECIFICATIONS:
  • Review, analyze, and decision high risk new account transactions, potential fraudulent activity, and referrals related to suspicious activity from Tier 1 operations and back office.
  • Work with fraud victims in processing claims, assisting in clearing negative impacts of fraud, and next steps in managing fraud events.
  • Provide support for inbound and outbound customer contacts.
  • Work with Operations back office to correctly reimburse fraud victims.
  • Effectively collaborate with colleagues within the fraud team to identify instances of increased risk and fraud ring activity.
  • Resolve transactions within the service level agreements to reduce potential losses.
  • Document all findings, dispositions, and conclusions related to the assessment with explanations in narrative form
  • Address and mitigate confirmed fraud activity swiftly and escalate such matters to the appropriate teammates for further assistance.
  • Leverage various fraud detection tools, and communication in fraud research efforts.
  • Support buildout of fraud processes, job aids and testing during Jenius Bank launch and expansion of the fraud process and framework.
  • Complete other related duties as assigned.
POSITION SPECIFICATIONS:
  • Minimum 2 years‘ experience in financial services with direct customer interaction.
  • Excellent verbal and written communication skills
  • Experience working independently and with a team
  • Detail-oriented

Education and Experience Preferred:

  • Associates degree or higher in criminal justice or related field.
  • 1+ years of fraud experience.
  • Understanding fraud schemes; including Wire, ACH, Online Account Takeover, Check, Elder Abuse, Card, and New Account Fraud
  • UAT/QA experience
  • Outbound/Inbound call center experience.

EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at to request the information in this Notice in an alternative format.

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