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
Flagstar is an Equal Opportunity Employer
Pay Range
$18.56 - $29.28
Benefits
Dental insuranceVision insurancePerformance bonus
Additional Information
Position Title
Fraud Intake Specialist
Location
Troy, MI 48098
Job Summary
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.
Job Responsibilities:
Job Responsibilities:
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 Qualifications:
High School Diploma, GED or foreign equivalent required.
2-5 years of relevant fraud/loss prevention experience related to the financial industry or other similar industry
Flagstar · Troy/5151 Corporate Drive/112300