Position requires availability Monday through Friday from 10 am to 7 pm with every third Saturday from 8 am to 5 pm, with a day off during the week.
Incumbent can be located anywhere within the Arvest 4 State Footprint (AR, KS, MO, OK).
Preferred Qualifications: Customer service, banking, and/or call center experience.
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Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .
SUMMARY: Under the direction of the IAS Supervisor, the IAS Fraud Analyst 1 is an entry level role that is responsible for analyzing deposit and electronic customer accounts for possible abuse and to prevent internal and external monetary losses resulting in financial loss to the bank. The incumbent is responsible for making decisions based on facts and observations made within the realm of their job responsibilities. The incumbent may support any of the following fraud areas: Detection, Cases, and the Intake Center.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.
1. Answer internal and external customer telephone inquiries by using proper telephone guidelines, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests or complaints where an element of risk is present .
2. Determine risk associated with internal and external monetary transfers and online banking restrictions.
3. Assess the level of exposure by reviewing and analyzing accounts and customer situations. Take action to mitigate the impact of fraudulent activity.
4. Provide a high level of service while assisting both internal and external customers with questions and concerns regarding various forms of risk, this includes de- escalation during high stress situations.
5. Recognize and escalate fraud trends and events.
6. Determine eligibility on Token Provisioning requests that meet higher risk criteria.
7. Determine eligibility on debit card increase requests.
8. Inform internal and external customers on how card fraud occurs and provide guidance on the necessary steps to dispute unauthorized activity.
9. Provide recommendations for method improvements for the area. This may include equipment purchases and/or software that will enhance the processing operation.
10. Stay abreast on fraud trends and review operational instructions, update as necessary.
11. Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
TEAM ACCOUNTABILITIES:
- Support and uphold the Arvest Mission Statement.
- Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
- Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
- Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.
· Promote professionalism at all times.
Responsibilities:
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
- High School Diploma or General Education Diploma (GED) required.
- 1 year of relevant Customer Service, Call Center or bank related experience required.
- Associates Degree preferred.
OTHER SKILLS AND ABILITIES:
· Must be able to arrive at work on time, work on site and have regular work attendance
- Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
- Must be able to provide cordial customer service regardless of customer personality, presence or communication style
- Must be able to perform several tasks at once
- Must be able to work in a stressful atmosphere
- Must be able to problem solve
- Must be able to rotate job tasks
- Must be able to occasionally work overtime
- Must be able to greet others cordially
- Must be able to coordinate multiple and changing priorities
- Must be able to verbally communicate with all other associates
- Must be able to operate telephone, scanner, copier and FAX machines
- Must be able to move from department, division, or bank to department, division or bank to attend meetings
- Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.
The associate may occasionally be required to lift or move up to 25 pounds.
Specific vision abilities required by this job include close, distance and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Grade 12
Pay Range: $18.95 - $22.50 per hour
