Fraud analyst (identity & authentication specialist)

Applications must be submitted by 11:59 PM (EST) the day before the posted End Date. Please read all information in the Important Notices section. The Fraud Analyst is responsible for providing support to agency-related fraud detection, investigation, prevention and mitigation. The incumbent will be responsible for independently managing fraud cases from initiation to resolution. The Fraud Analyst’s focus is identity and authentication of callers, to safeguard VRS stakeholders from fraud schemes and scam typologies. This role requires strong investigative skills, and knowledge of identity verification and authentication techniques; must have knowledge related to the sensitivity of financial crimes targeting vulnerable populations, including elderly people. This position must be able to resolve and document complex situations. This role will also serve as backup for fraud prevention team members to ensure continuity of coverage.

Essential Duties and Responsibilities include the following:

• Client-facing: Required to work directly with VRS employees and retirees. Communication channels will include phone conversations, video conferencing, and written correspondence.
• Accept internal warm transfers of calls “call-ready”, from the VRS Customer Contact Center employees; interact with agency customers (retirees) and other VRS colleagues as part of investigation processes.
• Perform all necessary steps to ascertain the true identity of entities who fail routine authentication; performed in real-time so VRS can complete service before the customer disconnects the call.
• Perform fraud investigations including all required compliance activities.
• Create notes within customer accounts that are concise and relevant.
• Utilize all available fraud investigation tools as part of the investigative process.
• Maintain investigative files including notes, final conclusions and actionable items.
• Maintain fraud team SharePoint site and document collaboration efforts.
• Join and attend relevant fraud support organizations such as International Association of Financial Crime Investigators ( www.IAFCI.org )
• Adhere to all service delivery schedules for various tasks owed to colleagues.
• Create written communications (customer letters, compliance letters, internal communications).
• Function as backup coverage for fraud prevention team members to ensure continuity of coverage.

Minimum Qualifications:

• Degree in closely related field, required; an equivalent combination of education and experience may also be considered
• Minimum of three consecutive years (in the last five years) of experience, conducting fraud investigations in a financial institution, or pension system
• Must have a strong knowledge of identity and authentication techniques, trends and practices; including fraud techniques and scam typologies
• Previous experience utilizing data and statistics to conduct root cause analysis and trend research
• Previous experience leading group meetings in-person or by video

Preferred Qualifications:

• Intermediate proficiency with Microsoft Office products
• Experience with fraud prevention software such as Splunk, or similar software

Knowledge, Skills and Abilities:

• Work simultaneous fraud investigations as required, including daily transactional tasks assigned by supervisor
• Complete tasks that require same-day resolution
• Complete assignments within established deadlines
• Excellent customer service skills
• Excellent verbal and written communication skills
• Follow established procedures; complete assignments within established deadlines; work well under pressure; conduct research; prioritize; manage time; and work independently with minimal supervision

Special Instructions: VRS is unable to provide sponsorship This position is remote with the exception of required travel for business purposes; the incumbent must be able to work in the office any day of the week as required by the manager

Hiring Range: $78,575-$85,000