Campus Pride Jobs

Description

The Security Analyst I supports both CSC and Branch Banking teams when assisting customers involving fraud or suspected fraud alerts via e-mails, reports, inquiries, system queries and by both inbound/outbound calls. They will be the single point of contact for the customer and conduct investigations as warranted to isolate and contain suspicious activity. The Security Analyst I will attempt to stop any fraudulent transaction(s) from completing if it is possible and take appropriate steps to minimize risk and loss to customer and bank.

Fraud Management

o Identify and monitor fraud patterns within various channels:

o Online Account Opening

o Online/Mobile Banking

o Account Takeover

o Debit Card activity

o Zelle Transactions

o ACH Debits

o BillPay

o External Transfers

o Check Fraud

o Loans

· Restrict and secure customer accounts accordingly and communicate situation to appropriate people/departments.

· Track fraud trends/patterns as identified, keeping the Customer Service Cetner Team well informed via email.

· Make outbound calls to both internal/external customers for fraud case resolution.

· Review Online Account Opening applications.

· Review and maintain Processes and Procedures related to all associated tasks

Reporting

· Maintain accurate records of Fraud tracking.

· Alert Deposit Fraud Prevention Team about suspicious, odd patterns/trends or deposit activity via as deemed necessary.

· Review OAO reports and take necessary steps to protect customer information.

Customer Service

· Maintains a positive, professional and courteous tone with customers.

· Identify, research and resolve issues by navigating through various software

·programs.

· Manage risk by utilizing systems and customer contact to validate identity, transactions and to secure information accordingly.

· Maintains accurate and up to date knowledge of the bank’s products and

·services.

· Provides exceptional customer service in accordance with the USB Customer

·Service Commitment Charter and responsible for assisting customers with

·requests according to USB policies, procedures, and regulations.

· Serves as a backup call support to the Customer Service Center as needed.

· Meet individual customer service satisfaction goals

Teambuilding and Training/Coaching

· Maintain a professional and courteous work environment.

· Maintain open lines of communication with peers, trainer, and management to help facilitate problem solving and/or suggested training.

· Contributes to the success of the Customer Service Center by supporting team members and helping to reach departmental goals.

· Assist in the training and coaching of staff as directed by the supervisor and/or manager.

Additional Job Duties

· Comply with Customer Identification Program (CIP) by following procedures provided by management.

· Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.

· Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.

· In absence of the Security Analyst II complete report review and distribute reports as required.

· Performs additional job task as required.

Qualifications

Education

Required

• High School or better

Licenses & Certifications

Required

• NMLS

Experience

Required

• 2-5 years: Customer Service & Sales training

• 2-5 years: Banking experience

• 1-2 year: Call Center, strong outbound or telemarketing experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)