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 bank's success is rooted in its commitment to serving customers, communities, and employees with integrity, embodying the philosophy of "banking for good." FirstBank is dedicated to fostering diversity, equity, and inclusion within its workforce and the communities it serves, ensuring a culture where every employee feels valued and included.

Position Summary

The Risk Management Associate plays a crucial role in supporting customers and branch staff by addressing inquiries in a professional and efficient manner. This position involves scrutinizing a substantial volume of transactions to identify potential risks and prevent losses. Additionally, the Associate will ensure timely communication with both employees and customers, fulfilling requests for documentation as needed.

Key Responsibilities

  • Provide assistance to customers and branch personnel via phone, ensuring a friendly and professional interaction.
  • Efficiently navigate various FirstBank systems and applications while assisting clients.
  • Analyze a significant number of customer transactions to detect fraudulent activities, including account takeovers and theft.
  • Assess the validity of high-risk transactions using available resources to investigate suspicious behaviors.
  • Maintain excellent communication with customers and colleagues, ensuring timely responses to inquiries.
  • Develop a comprehensive understanding of industry trends to recognize potential fraud attempts.
  • Respond promptly to requests for documentation.
  • Recognize when to escalate complex issues to senior staff or management.
  • Collaborate closely with the 24-Hour Call Center, branch staff, Anti Money Laundering department, and other centralized teams.
  • Work proactively to mitigate or recover losses resulting from 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

  • Experience in customer service or banking.
  • Familiarity with FirstBank systems.
  • Background in fraud detection.
  • Experience 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 with a deadline-driven mindset.
  • Ability to work independently as well as collaboratively within a team.
  • Proficiency in 10-key and Microsoft Office, particularly Excel.
  • Capacity to maintain high productivity levels while working remotely.

Working Environment

  • Regularly remains stationary during typical business hours.
  • Frequently utilizes a computer and other office equipment.
  • Occasionally moves around the office to access files and equipment.
  • Regularly communicates with customers and colleagues in person and via phone.
  • Must effectively exchange accurate information.

Compensation and Benefits

FirstBank offers a comprehensive benefits package designed to support the professional, financial, physical, emotional, and spiritual well-being of its employees. Benefits include Paid Time Off, 401K/Employee Stock Ownership, medical and dental insurance, tuition reimbursement, and more.

FirstBank is an Equal Opportunity Employer/Affirmative Action employer, committed to providing equal employment opportunities to all qualified applicants without regard to any legally protected characteristics.

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