Fraud Agent I

**Work Location**:
Mount Laurel, New Jersey

**Hours**:
40

**Pay Details**:
22.75 - 33.25 USD

**Line of Business**:
Financial Crimes & Fraud Mgmt

The Fraud Agent I provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group. This role is generally responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This is a remote position with Fraud Operations with a flexible schedule of Monday-Friday, start times between 6a-930a. The department handles the recover piece of incoming debit card claims, attempting to recover funds from the merchant for the Customer. There are no inbound calls. Outbound will need to be made on occasion, for additional research on claim.

**Depth & Scope**:

- Works autonomously within established procedures and/or is responsible for activities involving multiple steps, systems, and jurisdictions
- Requires working knowledge and skills in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
- Gathers and analyzes data to identify and solve problems, escalates as appropriate
- Uses judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
- Generally interacts with internal customers/partners for functions performed and/or external customers
- May provide process/policy guidance to others (e.g. within team, internal partners)
- Focus of work spans from daily, weekly to monthly activities
- Requires working knowledge in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignments
- Requires solid knowledge of the business unit/operational functions as well as regulatory issues/requirements for jurisdictions supported

**Education & Experience**:

- High School diploma required; Undergraduate degree preferred
- 1+ years relevant experience
- Working knowledge of transactions, products, services, systems and processes of line of business and regulatory issues/requirements
- Ability to communicate effectively in both oral and written form
- Ability to work successfully as a member of a team and independently
- Ability to pay high attention to details
- Ability to analyze, research, organize and prioritize work while meeting multiple deadlines
- Ability to handle confidential information with discretion

**Customer Accountabilities**:

- Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank
- Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required
- Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims
- Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems
- Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch
- Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required
- Assists business partners with questions when losses are attributed to their cost centers and/or provides procedural guidance
- Provides guidance to partners on how to protect customers and the Bank against fraud
- Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

**Shareholder Accountabilities**:

- Prioritizes and manages own workload to meet SLA requirements for service and productivity
- Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate
- Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area
- Understands and applies operating policies and procedures
- Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients
- Escalates non-standard or high risk activities as necessary
- Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with re