Fraud Analyst

Position Summary: Responsible for investigation and deterrence of fraud against customers of First Citizens Bank with Debit Cards, Online Banking, Mobile Banking, and other areas as assigned. 

Accountabilities: Processing and Reconciliation - 70%

• Responsible for Online/Mobile monitoring through the use of Guardian Analytics Fraud Anomaly and Detection software and various reports.
• Communicates with customers and management by phone and in writing to investigate or develop an understanding of transaction patterns, gather information, and ensure their account safety and prevent loss.
• Review of fraud notifications and any other suspicious activity notifications from other departments.  Assist management in preparation of reports as required.
• Reviews all Mobile and ATM Deposit activity, evaluating deposits and placing restrictions as necessary, preparing file for processing.
• Manage forgery cases and complete all reporting and tracking.
• Maintains Identity Theft Program, processing applications, reviewing reports and fees, and performing required maintenance.
• Reports Suspicious Activity to the BSA Officer and makes appropriate recommendations of such.
• Process Falcon Fraud cases; deliver to appropriate branch, monitor and report outstanding cases, monitor case management reports from Shazam.
• Logs and monitor travel exclusions for debit card use.
• Reviews daily Shazam Fraud reports and investigates suspect transactions.  Places card blocks for suspect transactions.
• Communicates any unusual activity or trends to supervisor.  Makes recommendations about policies and procedures.
• Handles Debit Card Compromise events by preparing customer letters, temporary card blocks, orders cards.
• Prepares/submits debit card disputes cases to Shazam.  Prepares provisional credit entries and communicates status of case with customer.
• Reviews new account openings for possible fraudulent activity through ChexSystems analysis.

• Researches and responds to customer inquiries
• Attends mandatory compliance and security sessions.  Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

• Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers’ needs; directing customers to a branch representative.

• Maintains customer confidence and protects bank operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in civic and community activities to generate visibility and contact for the bank.
• Attends mandatory compliance and security sessions.  Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.