Fraud Call Center Agent - Troy, MI Headquarters

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Job description

The Fraud Call Center Agent will be responsible for answering inbound telephone calls from internal and external customers regarding fraud concerns such as check, ACH, card, and online fraud. Through the course of these conversations, the agent will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner. The agent is also knowledgeable in all channels of loss prevention, including traditional, ATM, mobile, and online. This position is located at our regional headquarters in Troy, MI and will follow a hybrid schedule of 3 days in the office.

Customer Service

• Monitoring and responding to "fraud in progress" and other suspicious calls from internal and external customers

• Retain authority during afterhours/weekends to determine whether law enforcement intercession is necessary

• Advise branch personnel and bank customers when situations arise which have resulted from holds or freezes placed on their accounts due to potential fraud activity

• Participate in the on-call weekly rotational schedule which includes afterhours and weekends (Saturdays)

• Evaluate loss situations and fraudulent activity to identify suspects and root cause

• Use knowledge of Uniformed Commercial Code articles, Regulation CC, Regulation E, and other regulatory criteria to reduce bank's exposure to loss or gain recovery

• Respond to inquiries or complaints from customers, law enforcement, regulatory agencies, or members of the business community

• Facilitate asset recovery actions

• Report findings/deficiencies and make value added recommendations

• Recommend preventative measures or process improvements to reduce risk

Operations/Training

• Maintain familiarity with systems and applications in order to research inquiries

• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers

• Complete all required eLearning classes

• Actively participate in monthly performance meetings; meet or exceed all performance metrics

• Recognize and communicate the need for potential additions and/or modifications to current policies and procedures

• Perform additional responsibilities as assigned by management

Internal / External Networking

• Partners with internal partners across the company to effect change and promote awareness through providing targeted training as approved by Fraud department management

• Establishes, maintains and/or enhances the Flagstar reputation through professionally respected relationships with local, state, and federal law enforcement agencies as well as fraud prevention/investigation professionals throughout the financial community

Job Requirements:

• HS Diploma, GED or Foreign Equivalent

• CFE Professional Certification Preferred

• 2-5 years of relevant fraud/loss prevention experience related to the financial industry or other similar industry

• General knowledge of banking core systems (DNA, Intracheck, ACM, Salesforce, etc.)

• Understanding of Loss Prevention concepts

• Proficient in Microsoft Office

• Intermediate technical and computer skills required; ability to navigate quickly within various computer programs

• Exceptional analytical and problem solving skills with an ability to think quickly under pressure and make sound decisions

• Ability to look for ways to improve and promote quality

• Ability to work independently with minimal supervision

• Ability to multi-task and set priorities

• Ability to display a high level of confidentiality

• Knowledge of various fraud schemes and Loss Prevention concepts including but not limited to; online fraud, check fraud, card related fraud, deposit fraud, and employee fraud, understanding prevention and investigation methods for each

• Excellent written, oral, and presentation skills with the ability to organize information and make clear, concise recommendations on a course of action

• Strong understanding of local, state, and federal laws relative to loss/fraud related matters

• Strong knowledge and understanding of various regulatory structures, Regulation CC, Regulation E, and Uniformed Commercial Code articles

• Creative team-focused, effective problem solver

• Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.

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