Job Description
Senior Fraud & Claims Ops Representative
- Delivered exceptional customer service via inbound and outbound calls, ensuring accurate authentication through 2FA protocols.
- Led high-risk investigations into fraud, non-fraud, waste, and abuse involving PIN, ACH, ATM, debit card, and online transactions.
- Conducted thorough claims investigations and made final decisions on disputes; managed both fraud and non - fraud cases (CEDARS).
- Reviewed surveillance footage and performed photo extraction for investigative support.
- Collaborated with merchants, banks, and customers to validate transactions, mediate disputes, and process chargebacks.
- Handled customer complaints and ensured timely reimbursement in line with compliance standards.
- Review customer account and statements for fraud patterns.
- Ensured adherence to banking regulations including NACHA, Reg E, Reg Z, and the Bank Secrecy Act.
- Completed and filed regulatory documentation such as CTRs (Currency Transaction Reports), SARs (Suspicious Activity Reports), and UARs (Unusual Activity Reports).
- Served as a Subject Matter Expert (SME),mentoring and assisting peers in policy, procedures, and system navigation.
- Operated as a Pre-Mediation Specialist, maximizing settlement out comes to prevent escalation to formal mediation.
Requirements
- 3+ years of experience in Fraud and Claims Operations within a bank atmosphere.
- Bilingual - English & Spanish
- Bachelor's degree in related field preferred.
- Have moderate to strong knowledge of key regulatory requirements pertaining to consumer complaints, consumer compliance, Fraud, and BSA / AML.
- Must demonstrate strong analytical problem-solving and structured time management skills.
- Effective written communication skills to develop related emails and formal customer complaint response letters, update operating procedures as workflows are added/revised.