Fraud Center Representative

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

A Customer Fraud Representative is responsible for answer incoming bank calls from customers and branches and provide customer assistance with fraud-related issues. Representatives will perform an immediate assessment of each customer situation, and follow prescribed steps to protect and prevent further fraud.

Essential Responsibilities:

• Answer calls and online conversations from customers and branches regarding potential fraud-related transactions to customer accounts.
• Contact customers identified with potential unauthorized account activity. As a result of, the customer’s response, determine additional steps needed.
• Complete Fraud Intake forms, documenting customer concerns and experiences. Assess all customer access points to ensure there is no other, as yet unidentified, fraud.
• Determine and complete next steps, up to and including, where appropriate:
  • Completion of Regulation E Dispute Form. Close and order new card as needed.
  • Revoke or reissue credentials or access to systems such as online banking, bill pay, mobile deposit, external transfer access, and Zelle.
  • Where appropriate, complete first steps to request refunds, etc.
  • Issue completed Fraud Intake form to the Fraud Analysis team for further research.
• Document information and details from each call in Synapsis, VISA Risk, as well as other relevant channels.
• Perform follow up with customers or branches as needed and requested by Team Lead, Fraud Analysts, or Supervisors.
• Provide general assistance and technical support to customers and branches, adhering to bank policy and maintaining professionalism and exemplary customer service skills, at all times.
• Use independent thought and judgement to assist supervisor and fraud team in identifying fraud patterns to reduce fraud.

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties:

As an integral member of the Deposit Operations Department, this position is also responsible to provide assistance wherever necessary to help the Deposit Operations Department and the Bank in achieving their annual goals.

Qualifications

Education, Training and Requirements:

• High School diploma or equivalent required;
• Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience preferred.
• All applicants must be 18 years of age or older

Skills:

• Proficient PC skills including typing.
• Proven experience with email software and the Internet.
• Excellent communication and customer service skills mandatory.
• Proficient in letter writing using business letter skills.
• Applicants must be detail oriented and highly organized.
• Ability to maintain composure and professionalism a must.

Experience:

• At least one year of Call Center or customer service experience in a fast-paced, environment required.
• Banking experience preferred.
• Working knowledge of CBNA products/services preferred.