Job Details

Job Location: Mason City branch - Mason City, IA 50401

POSITION SUMMARY:

Responsible for investigation and deterrence of fraud against customers of First Citizens Bank with Debit Cards, Online Banking, Mobile Banking, and other areas as assigned.

ACCOUNTABILITIES:

Processing and Reconciliation: 70%

Responsible for Online/Mobile monitoring through the use of Guardian Analytics Fraud Anomaly and Detection software and various reports. Communicates with customers and management by phone and in writing to investigate or develop an understanding of transaction patterns, gather information, and ensure their account safety and prevent loss. Review of fraud notifications and any other suspicious activity notifications from other departments. Assist management in preparation of reports as required. Reviews all Mobile and ATM Deposit activity, evaluating deposits and placing restrictions as necessary, preparing file for processing. Manage forgery cases and complete all reporting and tracking. Maintains Identity Theft Program, processing applications, reviewing reports and fees, and performing required maintenance. Reports Suspicious Activity to the BSA Officer and makes appropriate recommendations of such. Process Falcon Fraud cases; deliver to appropriate branch, monitor and report outstanding cases, monitor case management reports from Shazam. Logs and monitor travel exclusions for debit card use. Reviews daily Shazam Fraud reports and investigates suspect transactions. Places card blocks for suspect transactions. Communicates any unusual activity or trends to supervisor. Makes recommendations about policies and procedures. Handles Debit Card Compromise events by preparing customer letters, temporary card blocks, orders cards. Prepares/submits debit card disputes cases to Shazam. Prepares provisional credit entries and communicates status of case with customer. Reviews new account openings for possible fraudulent activity through ChexSystems analysis.

Customer Service 20%

Researches and responds to customer inquiries. Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

Sales: 5%

Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers’ needs; directing customers to a branch representative.

Other Duties: 5%

Maintains customer confidence and protects bank operations by keeping information confidential. Contributes to team effort by accomplishing related results as needed. Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies. Participates in civic and community activities to generate visibility and contact for the bank. Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

COMPETENCIES:

Problem Solving: Analyzes information and evaluates results to choose the best solution and solve problems.
Documenting/Recording/Processing Information: Enters, transcribes, records, stores or maintains information in written or electronic/magnetic form.
Initiative: Exhibits the action of taking the first step such as originating new ideas or ability to think and act without being asked.
Attention to Detail/Accuracy: Is careful, exact, and free from mistakes and errors. Adheres closely to a set of standards.
Organizing, Planning & Prioritizing Work: Develops specific goals and plans to prioritize, organize, and accomplish work.
Customer Service: Exhibits customer focus acknowledges & listens to customer, and provides friendly, courteous, and efficient service.
Adaptability: Adjusts quickly to different work situations and remains composed under pressure and in stressful situations.
Verbal/Written Communication Skills: Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.

Qualifications

ENVIRONMENTAL CONDITIONS:

Work is performed primarily indoors in an office setting. Remote work may be available upon supervisor approval.

PHYSICAL AND MENTAL DEMANDS:

Position accountabilities are typically performed while sitting for most of the day. The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities. First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES

Greater than five years banking experience and/or bachelor’s degree in related area of study or combination of. Will consider an equivalent work experience of at least ten years in the banking or closely related field. Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions. Knowledge of the layout and functions of the computer keyboard and ten key adding machine; skill of using the touch system to perform data input. Knowledge of and ability to cross-sell FCB products and services to customers-such as the ability to identify customers’ needs, communicate services, explain advantages, and close sales activity. Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.