Contact Center Fraud Analyst

The Contact Center Fraud Analyst is part of a dedicated team tasked with providing support to customers who are impacted by a fraud event. Within this role the analyst is responsible for investigating various fraud events that are escalated to the group from various business partners. Throughout their investigation they are tasked with accurately reporting and dispositioning, alerts and cases based on the type of fraud event.

The fraud team is also responsible for monitoring fraud alerts through early detection, and other alert tools. During their investigation it is expected that the analyst substantiates investigative findings with statements and items of evidence, and referring fraudulent activity to federal, state and local law enforcement agencies for prosecution This individual may represent Northwest at trial.

Essential Functions

• Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets

• Supporting various fraud related activities, including investigating and resolving reported external frauds, monitoring the fraud detection system, coordinating fraud alerts

• Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses. Understand, and recognize fraud indicators on accounts, and take appropriate actions to reduce risk and loss exposer

• Identify education opportunities and leverage industry resources, to stay current on fraud trends

• Administer the fraud case management system, substantiating investigative findings with statements and items of evidence

• Reporting findings to leadership

• Referring fraudulent activity to federal, state and local law enforcement agencies for prosecution

• Conduct interviews as needed depending on the investigation

• Consult on issues of fraud, suspicious activity and security

• Assist bank security as needed for related cases

• Prepare and analyze department reports

• Maintain strong levels of attention to detail while completing assigned tasks

• Appropriately assess risk when business decisions are made, and escalate as needed

• Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed

• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations

• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

• Work as part of a team

• Work with on-site equipment

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

Associate's Degree, Bachelor's Degree or equivalent preferred

2 - 3 years Bank or fraud related experience preferred

1 year Balancing fraud prevention with maintaining a positive customer transactional experience preferred

2 - 6 years Retail or branch banking experience preferred

General Employee Knowledge, Skills, and Abilities

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions

• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written

• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information

• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information

• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

The pay range for this position is generally $20.00-24.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Additional bonus earning opportunities and benefits are also available.

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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