Fraud Management Intake Specialist

🔥 0 minutes ago

🌵 Arizona, Idaho, +3 more states – Remote

🌵 Arizona – Remote 🥔 Idaho – Remote 🦬 Montana – Remote 🎰 Nevada – Remote ⛷️ Utah – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mountain America Credit Union

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1930s

🏦 Banking

💸 Finance

🤝 Non-profit

Banking • Finance • Non-profit

Mountain America Credit Union is a not-for-profit financial institution dedicated to helping its members achieve financial success. They offer a wide range of services including savings accounts, auto loans, checking accounts, credit cards, SBA loans, retirement planning, and more. With over 100 branches across various states, Mountain America provides easy access to its services through online and mobile banking. They focus on community involvement and financial education, aiming to prepare members for their financial journeys.

📋 Description

• Provide primary phone support for members and internal customers regarding fraud questions • File fraud affidavits, card claims, and Zelle disputes • Resolve card and online alerts and appropriately restrict accounts to mitigate potential losses • Protect credit union membership by minimizing fraud loss while maintaining exceptional member experience • Partner with Fraud Alerts, Fraud Investigations, Fraud Dispute-Recovery, and Fraud Analyst teams on complex incidents • Assist branches and Service Center with fraud-related overrides • Initiate card claims through Quavo • Provide claim status updates through multiple systems • Assist with Visa Fraud-related card declines and provide feedback for RSM Rule adjustments • Review suspicious checks and place or remove holds across multiple systems • Conduct member interviews regarding check concerns and account transfers, including Zelle, A2A, and M2M • Apply check holds/releases and account restrictions as needed • Resolve online banking restrictions on suspicious online/mobile sessions and add accounts to whitelists when appropriate • Communicate with third-party vendors regarding Zelle alert block-removal requests • Assist business units with Red Flags concerns and identity verification for new applications • Approve General Membership applications by reviewing identity verification and applying conditions when needed • Review dealership applications for identity concerns for the Indirect Lending Team • Log CRM complaints and submit SAR/UAR referrals • Keep current on fraud trends and comply with applicable regulations, including BSA, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, and Regulation E • Provide quality service to credit union members and perform other assigned duties

🎯 Requirements

• 3+ years of customer service at a financial institution or 18 months of Mountain America Credit Union member service experience • Ability to appropriately de-escalate calls • High school diploma • Experience navigating and utilizing over 30 distinct computer systems and websites • Strong proficiency with personal computers and Windows-based operating systems, internet browsers, and email platforms • Proficiency in Microsoft Word and Excel • Knowledge of internet security protocols and best practices • Ability to work with varied software applications used in office and business environments • Ability to multitask, including accurately typing notes while actively engaged in phone conversations • Strong verbal communication skills • Ability to interpret written safety regulations, operational guidelines, and procedural documentation • Ability to draft clear, concise reports and internal communications • High attention to detail and accuracy • Strong sense of urgency and accountability • Willingness to learn and adapt to new fraud trends and technologies • Empathy and professionalism when supporting members impacted by fraud • Critical thinking and problem-solving skills in high-pressure situations • Ability to sit, talk, and hear consistently; stand, walk, and use hands occasionally • Close and distance vision • Ability to lift up to 10 pounds occasionally • Spanish bilingual ability is eligible for a differential • This job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person

🏖️ Benefits

• Full-time schedule: Monday–Friday 11:00am–8:00pm; rotating Saturdays 8:00am–4:30pm • $1.00/hour shift differential for hours after 6pm Monday–Friday and all hours worked on Saturday • $1.00 bilingual differential for Spanish-speaking bilingual employees when using language skills • Reasonable accommodations for individuals with disabilities • EEO/AA/ADA/Veterans employer