Fraud Support Specialist

Position Summary

Principle Duties and Responsibilities

• 
  Works with purpose and is driven to provide the best team member experience.
• 
  Willingness and ability to exhibit Wellby Core Values every day.
• 
  Maintain the highest levels of integrity and professionalism.
• 
  Maintain all business affairs of both internal and external members confidentially.
• 
  Provide email inbox support, ensuring timely and accurate responses.
• 
  Monitor response times to ensure alignment with established SLAs.
• 
  Manage fraud-related chats, migrating traffic from chats to emails when appropriate.
• 
  Process mail and notices related to adverse actions, disputes, service restrictions, and warnings.
• 
  Support the collection and analysis of data for potential business efficiencies and identify specific business opportunities or threats.
• 
  Track and update spreadsheets related to account takeovers, compromises, device IDs, and check reconciliation reviews.
• 
  Review reports for previous submission errors and process corrections.
• 
  Work various departmental reports such as the ACH Origination Report and Visa settlement.
• 
  Track case status and ensure resolution aligns with regulatory and procedural time frames.
• 
  Assist with documenting interview and investigative findings in alignment with internal procedures.
• 
  Stay up to date on changing fraud trends to support the mitigation of fraud risk.
• 
  Assist with drafting, updating, and revising procedures to enhance operational efficiency and compliance.
• 
  Create and maintain process maps to document workflows and identify areas for improvement.
• 
  Participate in department initiatives to improve efficiencies.
• 
  Collaborate with internal teams to assist with developing, monitoring, and maintaining fraud risk management programs and procedures.
• 
  Assist with inquiries from regulatory agencies, law enforcement, and auditors.
• 
  Complete all required, ongoing enterprise-level training including, but not limited to, BSA, OFAC, Privacy,
• 
  Perform related duties and special requests as assigned, including representation on credit union project teams.
• 
  Performs other duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• 
  Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• 
  Knowledge of the regulations which govern financial institutions.
• 
  Knowledge of federal, state, and local policies, laws, and regulations pertaining to investigating fraud.
• 
  Knowledge of human behavior and performance.
• 
  Knowledge of general office procedures and practices, business English, spelling, punctuation, and arithmetic.
• 
  Skilled in Microsoft Office Suite (e.g., Excel, PowerPoint, Word)
• 
  Skilled in operating computer equipment and general machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• 
  Ability to effectively use and navigate fraud detection software and tools such as case management systems.
• 
  Ability to document complex processes both verbally and visually using Lucidchart.
• 
  Ability to provide excellent member service while handling inquiries.
• 
  Ability to identify discrepancies and problems.

• 
  Ability to effectively communicate to convey information and ideas clearly and accurately to team members and external partners.
• 
  Ability to multi-task, maintain accuracy, and meet deadlines in a fast-paced, high-volume environment.

• 
  Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• 
  Ability to communicate clearly and concisely, orally and in writing.
• 
  Ability to coordinate several concurrent activities simultaneously.

Supervisory Responsibilities

• This role does not have supervisory responsibilities.

Complexity & Scope of Work

• 
  The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• 
  The team member performs routine and generally related tasks without supervisory direction.
• 
  Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• 
  Courses of action are determined by established procedures and/or their leader.
• 
  The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• 
  The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• 
  The physical demands and work environment characteristics described here represent those that must be met by a team member to perform the essential functions of this position successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• 
  To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. 
• 
  The team member must be able to exchange information in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• 
  The ability to observe details at close range (within a few feet of the observer).
• 
  Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• 
  The noise level in the work environment is usually moderate.
• 
  Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• 
  High School Diploma or equivalent required.
• 
  Associate's degree preferred.
• 
  Minimum of two (2) years of experience in a financial institution.
• 
  Familiarity with regulations that govern financial institutions, preferably credit unions
• 
  Bank Secrecy Act Compliance Specialist (BCACS) or Certified Anti-Money Laundering Specialist (CAMS) preferred.
• 
  Bondable

For All Candidates

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you’d like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance. 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.