• Real-time Payment (Zelle) Fraud Analyst

    ID
    2019-8328
    Job Locations
    US-CA-San Francisco | US-MA-Boston
    Category
    Compliance
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    First Republic Bank is joining the Zelle Network with the capability of moving money instantly. The Real-time Payment (RTP) Fraud Analyst will play an important role in the Corporate Security and Fraud Investigations Department and report directly to the RTP Fraud Supervisor.  The RTP Fraud Analyst role is required to establish a proactive approach and provide recommendations to minimize losses through the Zelle peer to peer (P2P) network and mitigate potential exposures related to fraud through analysis.

     

    The RTP Fraud Analyst (Analyst) will assess, evaluate and make decisions on Zelle transactional alerts for potential fraud within a variety of user interfaces and provide support by troubleshooting and problem solving for clients experiencing difficulties using retail applications available on First Republic’s website.

     

    The Analyst will act as a liaison between other business units and our clients.   The Analyst works with multiple business units and other financial institutions in a changing environment where the complexity of the job changes from day to day. 

     

    This dynamic position goes beyond strictly transaction monitoring and fraud review and includes performing certain types of preliminary fraud investigations. 

     

    • Perform assessments and evaluations utilizing fraud monitoring systems in order to mitigate financial loss.
    • Perform analytical reviews including ad-hoc assessments and trend analysis in order to identify potential fraud scenarios with the intent to determining root cause. 
    • Conduct outreach to Bank clients regarding potentially fraudulent transactions.
    • Field in-bound calls from clients regarding Zelle transactions flagged by the Bank’s fraud monitoring systems.
    • Initiate fraud claims and assist with recovery efforts.
    • Cross-train as a Fraud Investigator and serve as back-up investigator on occasion to gain more hands-on experience on how the team conducts fraud investigations. 
    • Assist in establishing investigative cases and perform basic investigative steps to determine fraud.
    • Consistently deliver an exceptional client experience on every client contact.
    • Ability to work a variety of work schedules and overtime based on business needs of a 24 x 7 operation.
    • Respond to clients, other business units and financial institutions inquiries.
    • Authenticate and validate the identity of clients during interactions.
    • Research individuals and entities through public records databases as appropriate.
    • Adhere to and comply with Bank policies and the applicable, federal and state laws, regulations.  
    • Follow-up on open issues and operate efficiently.
    • Complete required training.

     

     

    Qualifications:

    • Speak clearly and persuasively, and exhibit excellent customer service by actively listening, expressing and displaying empathy, courtesy, and sensitivity. 
    • Strong verbal and written skills.
    • Possess strong interpersonal skills and maintain composure while dealing with difficult situations. 
    • Requires basic knowledge of Microsoft Windows Operating Systems, Internet and Internet browsers applications.
    • Provides extraordinary service.
    • Must be able to work independently and efficiently.
    • Must be flexible with work schedule, including weekends and nights to support a 24 x 7 operation.
    • Dependable and a Team player.
    • Ability to effectively multitask on a regular basis
    • Minimum two years of branch operations or customer service experience. 
    • Three years of fraud analysis work experience is preferred.
    • College degree preferred.  

     

    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meaning of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.

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