Fraud Call Center Agent - Troy, MI Headquarters - Military Veterans

Job Description Summary:

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.

Job Description:

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.