Customer Fraud Representative

5 days ago

Canton, New York, United States Community Financial System, Inc. Full time
About the Role

We are seeking a highly skilled and detail-oriented Customer Fraud Representative to join our team at Community Financial System, Inc. As a key member of our Deposit Operations Department, you will play a critical role in protecting our customers' financial security and preventing fraud.

Key Responsibilities
  • Respond to incoming calls and online conversations from customers and branches regarding potential fraud-related transactions.
  • Contact customers identified with potential unauthorized account activity, assess their concerns, and determine additional steps needed.
  • Complete Fraud Intake forms, documenting customer concerns and experiences, and assess all customer access points to ensure no other, as yet unidentified, fraud exists.
  • Determine and complete next steps, including:
    • Completion of Regulation E Dispute Form, closing and ordering new cards as needed.
    • Revoking or reissuing credentials or access to systems such as online banking, bill pay, mobile deposit, external transfer access, and Zelle.
    • Requesting refunds, etc., where appropriate.
    • Issuing completed Fraud Intake forms to the Fraud Analysis team for further research.
  • Document information and details from each call in Synapsis, VISA Risk, and other relevant channels.
  • Perform follow-up with customers or branches as needed and requested by Team Lead, Fraud Analysts, or Supervisors.
  • Provide general assistance and technical support to customers and branches, adhering to bank policy and maintaining professionalism and exemplary customer service skills.
  • Use independent thought and judgment to assist supervisors and the fraud team in identifying fraud patterns to reduce fraud.
  • Maintain proficient knowledge of and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all training requirements in a timely manner.
Requirements
  • High School diploma or equivalent required.
  • Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience preferred.
  • All applicants must be 18 years of age or older.
Preferred Qualifications
  • At least one year of Call Center or customer service experience in a fast-paced environment required.
  • Banking experience preferred.
  • Working knowledge of CBNA products/services preferred.
Compensation and Benefits

Competitive salary commensurate with experience, plus potential for annual merit increase. Benefits include 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts, and more.

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