• Real-time Payment (Zelle) Fraud Supervisor

    ID
    2019-8329
    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 Supervisor will play an important role in the Corporate Security and Fraud Investigations Department and report directly to the Payments Fraud Operations Manager.

     

    The RTP Fraud Supervisor will oversee RTP Fraud Analysts who 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.  This position would also assess claims. 

     

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

     

    • Provides leadership and direction to the analyst staff.
    • Responsible for troubleshooting complaints and coordinating with various Bank departments in the identification and resolution of operational problems and elevating these problems, as necessary, to avoid repeated issues. Escalation point for analysts.
    • Interprets, applies and enforces company and departmental policies, guidelines, regulations and procedures across all operations activities including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.) to reduce loss and risk.
    • Enforces service level standards, communicates with management.
    • Hires, trains, develop, motivate and coaches analyst personnel.
    • Identifies situations impacting established quality service level standards to determine solutions in a timely manner. Keeps management informed if additional resources may be needed.  Participates in internal and external meetings.
    • Resolves computer system or other technical problems in a timely manner.
    • Consistently deliver an exceptional client experience on every client contact.
    • Ability to effectively multitask on a regular basis.
    • Ability to work a variety of work schedules based on business needs in a 24 x 7 environment.
    • Perform assessment, evaluation, decisions and escalations on fraud monitoring systems and user interfaces with various types of fraud monitoring tools to mitigate loss and exposure.
    • Perform analytical review techniques including, ad-hoc and trending analysis, to identify potential fraud issues with the intent to determine root causes supplemented with corrective action.
    • 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.

     

    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 and possess good organization and prioritization skills. 
    • 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
    • Minimum three years of branch operations, fraud or customer service experience. 
    • Three years of fraud analysis work experience is preferred.  
    • Minimum of 1 year supervisory experience. 
    • College degree preferred.

    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meanings 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.
    • Must be able to travel in a limited capacity. 

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