Fraud Analyst I

United Bank is dedicated to fostering a unique work environment that promotes growth and innovation. As a well-established community bank, we pride ourselves on delivering exceptional service to our clients across multiple locations.

Position Title: Fraud Analyst I

Role Summary:

Under the guidance of the Fraud Team Lead, the Fraud Analyst is tasked with evaluating and managing fraud-related inquiries to ensure a smooth dispute resolution process that enhances customer loyalty. This role demands initiative, precision, and sound judgment. Effective communication skills are essential for all interactions with clients and colleagues.

Key Responsibilities:

• Handle incoming calls related to fraud inquiries.
• Initiate outbound communications to clients seeking assistance with disputes or fraud matters.
• Conduct follow-up communications regarding disputes and other fraud-related concerns as necessary.
• Stay alert to ongoing trends in debit and credit card transactions, escalating new patterns to the Team Lead for further investigation.
• Remain updated on emerging fraud tactics and scams.
• Document instances of fraud and related conversations accurately.
• Monitor and analyze transactions flagged by fraud detection systems, collaborating closely with the Digital Banking team.
• Contact clients as required to verify transactions or inform them of potential breaches.
• Support other bank staff in matters concerning debit cards and fraud.
• Provide backup assistance for digital service channels.
• Offer support to the call center as needed.
• Adhere to all applicable Federal and State banking regulations, including but not limited to the Bank Secrecy Act.
• Perform additional duties as assigned.

Qualifications:

• High School Diploma or equivalent required.
• Preferred 1-2 years of experience in customer service and/or banking.
• Comprehensive understanding of banking resources, expertise areas, and institutional policies and procedures.
• In-depth knowledge of banking regulations, particularly those related to fraud and disputes involving cards, ACH, checks, and digital payments.
• Able to make informed, confident decisions regarding transactions while balancing risk and customer service.
• Exhibit the ability to determine when to act independently and when to consult with the Team Lead or Manager.
• Demonstrated adaptability to new technologies and proficiency in current information systems.
• Strong proficiency in common software applications such as Microsoft Outlook, Word, and Excel.
• Excellent verbal communication skills, including the ability to listen attentively, articulate clearly, and simplify complex issues while engaging clients or bank personnel in a friendly manner.
• Strong written communication skills, with the ability to convey information clearly and concisely while maintaining a helpful tone. Grammar and spelling should meet professional standards.
• Attention to detail and accuracy in both documentation and customer interactions.
• Ability to multitask and resolve problems effectively.
• Exhibit a positive, respectful demeanor and the ability to collaborate effectively with colleagues.
• Self-motivated, confident, and skilled in managing time efficiently.