The role assists Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial center. The role monitors several real-time queues and analyzes high-risk transactions to reduce losses and minimize risk by identifying potential fraud trends. This role serves as a backup to the Fraud Investigator. In addition, this role is essential in projecting a positive member service experience as a representative for the credit union in greeting and routing visitors and guests to their respective hosts, answering and routing telephone calls as needed, processing mail and performing various administrative and clerical duties as assigned.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist in acquiring data and analysis in order to identify potential Debit Card Fraud.
• Utilize third party and in house tools to handle EFT claims, disputes and Chargeback disputes.
• Identify trends and offer insight in areas where fraud-monitoring rules can be adjusted.
• Maintain or exceed established standards of member service, and resolves minor issues with little or no supervision; escalates complex issues as necessary.
• Responsible for managing the Security Department Requests ticket system, this includes opening, closing and providing status updates to Branches/Departments on their Security tickets.
• Participate in conducting surprise cash audits at TFCU branches as needed.
• Serves as a back-up handling all fraud cases on Tropical purchase cards to include MasterCard debit card accounts.
• Assists in maintaining Fraud Logs of all reported Fraud incidents.
• Assists with filing bond claims with CUMIS and assists with their investigation. Assists in preparing bond claim documentation including police report, surveillance video, teller affidavits, etc. Assists with submissions according to strict timetables.
• Assists in preparing training material for fraud prevention training. Assists with presentations to branch/support employees. Assists in alerting and educating Credit Union staff regarding scams, fraud rings, criminal activity, etc.
• Assists and provides resource and contact support as needed for employees with questions or concerns about fraud, loss prevention and
• Receive and announce visitors and guests to the credit union in a prompt and professional manner. Coordinate follow through so visitors and guests are met promptly, processed as per defined security access rules.
• Answer telephone and other communications based on the internal service standards, disseminate information or resolve questions, and/or route to appropriate individual.
• Process and distribute all security correspondence, and deliveries. Research and resolve questions on proper distribution.
• Provide administrative and clerical support to the fraud team as required. This may include generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc.
• May perform specialized or confidential administrative duties, including researching data, preparing and delivering reports as needed in a timely manner.
• Conduct monthly Dormant Account audits to minimize risk and unauthorized access.
• Process alarm panel requests (add or delete) and maintain alarm contact list.
• Process E-Funds requests and control access to system.
• Manage and update internal data pertaining to physical security for all branches and Headquarters.
• Assist in processing of lost and stolen cards and order replacements accordingly.

Qualifications- Education and/or Experience: 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 essential functions.

• High school diploma or general education (GED) required, bachelor’s degree in related field preferred.
• Three years of experience in the financial/banking services field.
• One-year experience in risk/fraud investigations in financial/banking or similar field.
• Knowledge of Credit Union or banking-related products and services preferred.
• Familiarity with Fiserv-DNA and FIS systems preferred.
• Proven organizational, critical thinking, and analytical skills and ability to analyze financial data related to the members and potential members.
• Excellent interpersonal and communication skills and a solid ability to multi-task and adapt in a fast-paced environment.
• Participate in teamwork and have the willingness and ability to learn new tasks and duties within a changing and work in a high-volume, fast-paced work environment.
• Must possess above-average time management, problem-solving, and prioritization skills
• Display a high degree of motivation, initiative, and collaboration and actively interact and be an engaged team player.
• Technical solid abilities to learn and effectively interact and communicate with enterprise communication systems, e.g., phone calls, messaging, email, text, chat, etc.
• Attention to Detail to read and interpret documents such as policy, and procedure manuals, and provide recommendations for improvement when necessary.
• Ability to apply math principles to transactions and any other related activity.
• Ability to work independently, display initiative and flexibility with minimal supervision, and meet deadlines in an organized and timely fashion.
• Ability to ensure minimal to no errors are made while handling their job functions, mitigate fraud, and adhere closely to financial and security standards of operation.
• Exhibit high professionalism and confidentiality in handling and accessing sensitive information.
• May participate in a project for the sake of continuous improvement.
• Must have intermediate proficiency of computers, strong administrative and operational skills, and practical knowledge of MS Office, Outlook, Excel, PowerPoint and Word.
• Capable of compiling and analyzing financial/statistical data.
• Follow credit union rules, regulations, policy, procedures, Federal, State and Local regulations.
• Adhere to computer/data security related rules, guidelines and applications that may include email, Internet, word, spreadsheet, and database and system software.