Job Description

Citizens Independent Bank and its employees strive to maintain customer trust by never compromising our honesty and integrity, demonstrate social responsibility to our Communities, build and maintain close customer relationships by providing exceptional customer service, encourage the personal and professional growth of each employee, and grow a strong financial base for ourselves and those we serve. These values drive our success and define the foundation of our business. We are seeking candidates that will be excited to promote and support these values in the communities we serve.

The Fraud and Risk Specialist must have excellent Customer Service skills. They work closely with customers, co-workers, and across departments. This requires that the incumbent have strong interpersonal, verbal, and written communication skills.

The position requires a self-starter with the ability to exercise independent judgement. The specialist will have a keen eye and strong attention-to-detail while processing disputes and reviewing fraud alerts. They must have the ability to be tactful when pointing out errors on documentation, and follow through to ensure the errors are resolved. The incumbent will be organized, and can multi-task with a sense of urgency to ensure critical daily deadlines are met.

The Fraud and Risk Specialist is the subject matter expert on card fraud, Reg E card dispute resolution, OFAC/FinCen, overdrafts, chargebacks, charge offs, and undeliverable mail. They will need to think critically and be able to easily identify patterns of suspicious or fraudulent activity. They will work closely with the Customer Service Manager to create rules or procedures that prevent further potential fraud.

CUSTOMER SERVICE DEPARTMENT DAY-TO-DAY RESPONSIBILITIES

• Provide Customer Service over the phone and in person

• Assist with customer inquiries and error resolution including fraudulent/unauthorized activity, forgeries, and intake of Reg E disputes

• Order checks, deposit tickets, and endorsement stamps

• Refer products to customers in order to meet referral goal for the year

• Process stop payment requests

• Process over the phone and in person requests for transfers, loan, and credit card payments

• Assist customers in troubleshooting Telebank and Online Services

• Complete research requests and various projects as needed

FRAUD AND RISK SPECIALIST PRIMARY RESPONSIBILITIES

• Process ATM and debit card fraud alerts and contact customers to resolve

• Work closely with Customer Service Manager to determine possible fraud patterns and mitigate risk

• Enter and Maintain Reg E ATM and debit card disputes with processor and communicate results while meeting deadlines

• Process ATM deposit adjustments

• Review OFAC suspect and FINCEN suspect reports

• Review Large Dollar exception items

• Process New Account Reg CC Holds

• Review Manual ACH Transactions

• Work across departments to process daily checking and savings account overdrafts, and monitor waived fees

• Process and mail overdraft warning letter requests

• Process deposit charge off requests and eFunds reporting

• Process Safe Deposit Box payments

• Process Credit Card payments

• Process undeliverable mail and contact customers to get updated address

• Process bounced eStatements customer notification

• Process Incoming Domestic Collection Items

FRAUD AND RISK SPECIALIST BACKUP RESPONSIBILITIES

• Online Services set up, maintenance, and troubleshooting

• Monitor Online Services for fraudulent or suspicious activity through variety of reports

• Communicate with customers through various online channels including secure messaging and email

• Work across departments to process website applications and contact requests

• Review of Unposted Items

• Verify domestic and international wires

• Verify ACH origination

• Review customer, account, and internal ACH transaction maintenance

• Review new deposit account documentation for missing work or errors

• Review credit card payments

• Review stop payments placed through the Telebank system

• Process monthly reviewed account analysis

• Process Reg E ACH disputes (WSUD)

ENVIRONMENTAL AND PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• 2 years experience in banking industry with focus on fraud mitigation

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Proficient in Microsoft Office: Word, Excel, and Outlook

• Ability to easily adapt to changing technological products, features, and procedures within the Financial Industry