Digital Banking Fraud Analyst

Position Summary: 

As a member of one or more of the digital banking team, performs tasks and responsibilities in support of the digital banking/cash management operations, fraud prevention and detection services of the bank. This position will assist management to minimize exposure to fraud and possible monetary losses across all payment channels including, but not limited to, ACH, P2P, RTP, ATM, Card Services, Check, Mobile/Online Banking, Reg E Claims, and deposit account payment channels. The Analyst must work independently as well as with other department/retail branch employees to expediently investigate suspicious activity and prevent monetary losses to the bank and its customers.

Primary Duties and Responsibilities: 

• Provide excellent customer service, troubleshoot issues and provide assistance to both internal and external customers in support of our online banking, mobile banking, mobile deposit services and ATM/ Debit cards. 
• Responsible for debit card processing including transactions, disputes, issuance, and transaction inquiries. Review and monitor daily, weekly, and monthly card activity reports.
• Process card and ACH disputes within Centrix DTS (Dispute Tracking System, process charge backs and return ACH items). Identify and document red flags during daily operational duties.
• Performs various daily processing activities associated with digital banking services, including online banking, mobile banking, and treasury management services. 
• Review and approve online banking external transfers (RTP, P2P, A2A).
• Process ACH errors and exceptions, IAT transactions, reclamations, unauthorized ACH returns, in accordance with NACHA rules and regulatory guidelines. Process ACH stop payments.
• Process new/updated business customers and manage the online banking message center queue, including Business Registration, Wires, Online Account Opening, and Rejected Mobile Deposits.
• Collaborate with the bank’s debit card processor to prevent fraud and support recovery efforts in account takeover cases. Work with the Security Officer, BSA Officer, and Digital Banking Payments and Fraud Manager to liaise with law enforcement and external agencies.
• Assists business banking clients in systems and applications for Online Banking, ACH Origination, Online Wire Origination, Positive Pay, Remote Deposit Capture, Mobile Banking, Mobile Check Deposit, merchant services, credit cards, etc. 
• Assist customers with Apple Pay, Google Pay, and Samsung Pay via Mastercard Connect.
• Other duties as required from time to time, including supporting the Digital Banking Manager. 

Knowledge, Skills, Requirements:

• 3 to 5 years’ progressive experience with digital banking products/services and regulations
• Associates degree in business administration or an equivalent combination of education and experience in banking
• Practical experience with Microsoft Office/Network environment, Internet Explorer, Google Chrome and internet cookies
• Ability to interact positively and tactfully with customers, to inspire confidence and trust
• Detailed oriented and well organized
• Strong problem solving and organizational skills
• Self-motivation and ability to work independently
• Ability to accept and adapt to change
• Proficiency in written and verbal communications
• Perform duties of the position with strict adherence to all bank policies.

 Physical Demands and Condition Requirements:

• General office environment.

Equipment Used:

• General office equipment, i.e., calculator, photocopier, etc.
• Computer

 ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.