Fraud Operations Specialist

The Fraud Operations Specialist position is a part of our banking operations area and is responsible for investigating and preventing fraud along multiple product lines while collaborating with customers and government agencies. Determines the existence of fraudulent activity with a customer's financial accounts and conducts follow-up research on fraudulent transactions. Research may include collecting evidence, researching transactions, interviewing victims, and writing reports on investigations. Manage Regulation E investigations ensuring all documents, notifications, and relevant information is obtained within specified timelines. Monitor and analyze large amounts of financial data identify fraud trends, preventing losses to Bank and customers. Work with BSA department as needed to share customer data pertaining to suspicious activity. Attend Fraud prevention training and programs; work with leadership to host regular internal training workshops. Assists in formalizing and maintaining written operational procedures for tasks handled by the Deposit Operations fraud department. Work also includes performing a variety of other related duties as assigned. Relies on extensive experience and judgement to plan and accomplish goals. Exercises judgement and discretion with relative independence. Will collaborate with others to plan and accomplish work goals. Ensure excellent internal and external client relations at all times.

Essential Duties and Responsibilities:

• Process Oriented - be proficient in the use of Jack Henry operating systems and the various ancillary systems used by the department. Performs procedurally correct Deposit Operations Fraud Investigator duties, including but not limited to receiving, responding, researching, and tracking card disputes, monitoring and following up on Fraud Alert email inbox, submitting check, ACH, and card disputes through proper channels within defined regulatory timelines. Maintain and update the deposit operations fraud procedures as needed and/or create procedures for any new duty or task added to the department. Proactively review fraud cases daily for additional action.
• Detail Oriented -Handle and process any and all fraud activity identified, whether it be debit card, ACH, check, or wire fraud. Make sure monthly KPI's are completed timely.
• Customer Service - assist both external and internal clients as needed to resolve any issues that arise, promptly and courteously while maintaining a cohesive work environment for all parties. Manages the Fraud Center email box with all necessary follow up with client on card status and claims filing as necessary.
• Team Player - Dependable, arrives to work at their scheduled time with minimal unscheduled absences and works overtime if necessary. Aids co-workers as necessary to improve knowledge and training, in making sure all duties are completed timely and accurately each day. Keeps supervisor and DO Director informed of area activities and of any significant problems; attends and participates in meetings, seminars, and or training as required.
• Personal Growth - stays abreast of changes in Deposit Operations transaction processing operations and procedures. Never stops learning. Attend meetings and training to continue development and to enhance knowledge of products, processes, and technologies.
• Relationship Oriented - build partnerships externally and internally by answering questions by phone and helping to resolve problems as needed. Assist branches and related departments as needed.
• Culture Ambassador - Demonstrates the Bank Values in daily activities and interactions with both external and internal clients.

Deliver on the Bank's five following service promises:

• We act fast. (Provide timely responses to inquiries, research and or follow up)
• We're in the "business" business
• We don't sell-we solve. (Find solutions)
• We don't just want your business; we want to build it.
• With us, everything is personal. (And confidential at all times)

Adhere to all Texas Partners Bank policies, procedures, and regulatory requirements.

Education and Experience Qualifications

High School Diploma (or GED or High School Equivalence Certificate); 3-5 years of experience in banking operations with at least 2 years fraud experience required. Knowledge of requirements and functionalities of the Electronic Funds Transfer Act (Reg E). Experience with Jack Henry operating Systems required. Experience with security monitoring, fraud resolution and collections a plus.