Operational Support
Job Description
Job Description:
The Successful Candidate Will Be Responsible For:
* Real-time review and investigation of customer account activity to detect and prevent fraud and/or abuse
* Review monetary payments that include Wire, ACH, Check, Zelle, ATM/POS and other payment alerts prior to release
* Support new product launch of Zelle P2P in the digital direct platform to review fraud events and release of payments to maintain SLA requirements
* Ensuring timeliness with required EWS/Zelle reporting standards and requirements
* Partner with multiple stakeholders as appropriate to remediate confirmed fraud events
* Maintain understanding of operational business processes, policies and systems
* Work directly with customers to review legitimacy of activity and remediate any identified unauthorized activity
* Maintain defined SLAs (Service Level Agreements) as defined by the business to minimize risk exposure
* Identify and communicate new fraud scenarios and/or process gaps to management
* Learn other operational support functions for backup and cross-training purposes when needed
* Adhere to departmental and corporate policies to ensure guidelines are followed and executed in accordance with management’s expectations
* Real-time review and investigation of customer account activity to detect and prevent fraud and/or abuse
* Review monetary payments that include Wire, ACH, Check, Zelle, ATM/POS and other payment alerts prior to release
* Support new product launch of Zelle P2P in the digital direct platform to review fraud events and release of payments to maintain SLA requirements
* Ensuring timeliness with required EWS/Zelle reporting standards and requirements
* Partner with multiple stakeholders as appropriate to remediate confirmed fraud events
* Maintain understanding of operational business processes, policies and systems
* Work directly with customers to review legitimacy of activity and remediate any identified unauthorized activity
* Maintain defined SLAs (Service Level Agreements) as defined by the business to minimize risk exposure
* Identify and communicate new fraud scenarios and/or process gaps to management
* Learn other operational support functions for backup and cross-training purposes when needed
* Adhere to departmental and corporate policies to ensure guidelines are followed and executed in accordance with management’s expectations
Qualifications – Internal:
* Bachelor’s Degree or equivalent work experience in an area relevant to this position
* Bachelor’s Degree or equivalent work experience in an area relevant to this position
Skills Desired:
* Experience working in AML, KYC or Fraud environment desirable
* Analytical, critical thinking, and decision-making skills
* 1+ years of experience in financial services industry or working knowledge of the industry
* 1+ years of professional business working experience
* Excellent communication and writing skills
* Proven organizational skills and attention to detail
* Ability to work in a team environment
* Task oriented and inquisitive in nature
* Self-motivated and able to efficiently produce results when working independently
* Ability to work in a high-pressure environment, rendering overtime as needed to address business needs
* Customer service experience is a plus
* Experience working in AML, KYC or Fraud environment desirable
* Analytical, critical thinking, and decision-making skills
* 1+ years of experience in financial services industry or working knowledge of the industry
* 1+ years of professional business working experience
* Excellent communication and writing skills
* Proven organizational skills and attention to detail
* Ability to work in a team environment
* Task oriented and inquisitive in nature
* Self-motivated and able to efficiently produce results when working independently
* Ability to work in a high-pressure environment, rendering overtime as needed to address business needs
* Customer service experience is a plus
Education Level:
* Bachelor’s Degree
