Fraud Alert Triage Specialist bei Mountain America Credit Union

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Monitor and address suspicious activities across various transaction types to protect our members from financial loss. This role involves using multiple fraud detection systems, handling inbound calls, and troubleshooting issues related to blocked transactions. The specialist ensures timely and accurate resolution of all alert notifications, provides quality service to members and employees, and appropriately restricts accounts to mitigate potential loss while minimizing the impact on legitimate member activity. Additionally, the specialist promptly escalates discovered fraud incidents to the Fraud Alert Investigations Team.

Job Description

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

 

SCHEDULE

This will be a hybrid schedule with both in office and remote work, depending on business need.

Current schedule is as follows;

Monday-Friday 10:30am-7:30pm with Rotating Saturdays

To be effective, an individual must be able to perform each job duty successfully.

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Utilize several fraud detection systems to identify and analyze suspicious activities in all types of transactions.
• Review alerts and escalate potential fraud cases as necessary to Alert Investigators.
• Intervene in cases of suspected fraud to prevent financial loss to members.
• Take appropriate actions to secure accounts and mitigate risks.
• Respond to inbound calls from branches, service teams, and members by aiding and supporting for fraud-related inquiries and issues.
• Address and resolve issues related to blocked transactions caused by fraud rules.
• Maintain accurate and detailed records of all fraud-related activities and interventions.
• Prepare and submit reports on detected fraud incidents and resolution outcomes.
• Work closely with Fraud Data Analyst to communicate Card Fraud findings or issues.
• Share insights and findings to improve overall fraud detection and prevention strategies.
• Provide excellent customer service by addressing members' concerns and ensuring a positive experience.
• Educate members on fraud prevention and security best practices.
• Promptly and appropriately logs complaints and submit SAR referrals
• Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• 1+ years of similar or related experience (Loss prevention, Fraud Investigation, etc.)
• 2+ years of progressive responsibilities within a financial services institution
• Experience in customer service

Education

High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

Certified Fraud Examiner or equivalent desirable

Computer/Office Equipment Skills

Working knowledge of PC’s, Windows, internet browsers, e-mail, Intermediate level Word and Excel.  Knowledge of Internet security and protocols. Ability to applicable software applications.

Managerial Responsibility

Has no supervisory/managerial responsibilities

Language Skills:

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities

Proficient in verbal and written communication

Tact and diplomacy are critical to this position

Objective critical and analytical thinking are critical to this position

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Must be able to and use hands to handle/feel occasionally

Ability to stand, walk, sit, talk, and hear consistently

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Color vision (ability to identify and distinguish colors)

Weight Lifted or Force Exerted

Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds and rarely lifts up to 100 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

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