Risk Management Associate

3 weeks ago

Lakewood, United States FirstBank Full time

Company Overview

Established in 1963, FirstBank is a prominent financial institution with over $20 billion in assets and more than 100 branch locations across multiple states. The foundation of our success lies in our commitment to serve our customers, communities, and employees with integrity, encapsulated in our "banking for good" philosophy. We prioritize diversity, equity, and inclusion in all aspects of our operations, fostering a workplace that values every individual. Our aim is to cultivate a sense of belonging and equity among our workforce, ensuring a rich employee experience. By becoming part of the FirstBank family, you will engage in a supportive team culture with numerous growth opportunities across various departments, including Teller, Call Center, Technology, and Lending.

Position Summary

The Risk Management Associate plays a crucial role in assisting clients and branch staff with inquiries in a prompt and courteous manner while utilizing various FirstBank systems and applications. This role involves scrutinizing a significant volume of transactions and making informed decisions regarding high-risk activities to mitigate potential losses. Additionally, the Associate will ensure effective communication with employees and clients, including timely fulfillment of document requests.

Key Responsibilities

  • Provide assistance to customers and branches via phone, ensuring a friendly and professional interaction.
  • Efficiently navigate through multiple FirstBank systems while supporting customers.
  • Analyze a high volume of transactions to detect fraudulent activities, including account takeovers and theft.
  • Assess the legitimacy of high-risk transactions using available resources to investigate suspicious behaviors.
  • Maintain excellent communication with customers and colleagues, ensuring timely responses.
  • Develop a strong understanding of industry trends to recognize potential fraud attempts.
  • Respond promptly to document requests.
  • Identify when to escalate complex issues to senior staff or management.
  • Collaborate closely with the 24-Hour Call Center, branch personnel, Anti Money Laundering department, and other centralized teams.
  • Work proactively to prevent or recover losses due to fraudulent activities.
  • Balance customer service excellence with effective risk management in all decisions.
  • Undertake additional duties and projects as assigned.
  • Adhere to all provisions of the Safety in the Workplace policy.

Minimum Qualifications

  • Entry-level position requiring minimal prior relevant experience.

Preferred Qualifications

  • Previous experience in customer service or banking.
  • Familiarity with FirstBank systems.
  • Experience in fraud detection.
  • Background in data analysis.

Skills and Competencies

  • Strong decision-making abilities.
  • Proficient in multitasking across various systems.
  • Excellent written and verbal communication skills.
  • Detail-oriented with strong problem-solving capabilities.
  • Customer service focused.
  • Ability to meet deadlines.
  • Capable of working independently and collaboratively.
  • Proficient in 10-key and Microsoft Office, particularly Excel.
  • Ability to maintain productivity while working remotely.

Working Environment

  • Regularly remains stationary throughout the workday.
  • Frequently operates a computer and other office equipment.
  • Occasionally moves around the office to access various resources.
  • Engages in frequent communication with customers and colleagues, both in-person and via phone.
  • Must be able to convey accurate information effectively.

Compensation and Benefits

FirstBank offers a comprehensive benefits package designed to support the professional, financial, physical, emotional, and spiritual well-being of our employees. Benefits include: Paid Time Off, 401K/Employee Stock Ownership, medical, dental, vision coverage, tuition reimbursement, Volunteer Time Off, Short-Term and Long-Term Disability, and Group Life Insurance/AD&D.

FirstBank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. We are committed to ensuring pay equity and encourage anyone who believes they have experienced pay inequity to report their concerns to Human Resources.

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