CO-OP Financial Services and the Lending Call Center is currently recruiting a Fraud Analyst I to join our Card Member Security Department.
A Fraud Analyst provides the highest quality customer care to members of CO-OP Financial Services credit unions, providing timely review and resolution of Fraud Alerts.
What Your Day Will Look Like:
•Review card activity for possible fraud and based on guidelines contacts cardholders.
•Represent the department professionally in talking to internal and external customers in an inbound/outbound call center by treating each caller with respect, enthusiasm and professionalism. Give customer calls and requests highest priority, over all other projects and internal tasks.
•Maintain daily and monthly performance standards, including those pertaining to quality and quantity.
•Enter and maintain accurate case detail reports for all alerts received, and reports the type of fraud for each occurrence.
•Fully comprehend and be able to interpret case management system in order to assist and answer client and member questions and resolve cases.
•Maintain working knowledge of all fraud related eFunds/CO-OP applications and products, both current and new.
•Provide escalation and updates to supervisor regarding cases.
Must have a High school diploma or general education degree (GED) with 1-2 years of Customer Service experience in an office or call center environment. Experience in a financial institution or EFT industry or fraud experience is desirable.
We are looking for someone with excellent oral and written communication skills, strong analytical, problem solving, and decision-making skills. Must have strong working knowledge of Microsoft Office applications, including Word, Excel and Outlook. Familiarity of FDR, Total Systems, Hogan, Vision Plus or other current fraud systems is a plus.
If you or someone you know can perform the duties and responsibilities required of the Fraud Analyst I and have the skills and experience required, please submit your resume to be considered for the opportunity.
***Shifts may require weekends and holidays and availability between 5am and 9pm, 7 days a week.***
CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,300 shared branches (with 2,000 self-service locations). Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.