Job description

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (over-night travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MD, MA, MO, NE, NC, OH, OR, PA, SC, TX, & VA.

SUMMARY:
The Fraud Specialist is responsible for the implementation of policies and procedures designed to prevent, detect, and mitigate fraudulent activity through analysis and verification. Includes conducting fraud investigations, analyzing data, and maintaining accurate fraud tracking reports to ensure monthly metrics are accurately reported. Routine engagement with customers through inbound and outbound calls. Fraud case maintenance and auditing to ensure accurate case processing and good customer experience. Regular reporting of fraud trends and case management findings. Work closely with other business units in proactively addressing issues and responding to potentially fraudulent activity.

RESPONSIBILITES:

• Review alerts generated by fraud detection software for credit card portfolio and take necessary action on all alerts.
• Initiate outbound calls to customers and receive inbound calls to verify activity.
• Identify and report fraud trends observed while working alerts and reports or during interactions with customers.
• Carry out fraud countermeasures
• Review and process compromised accounts alerts from payment networks.
• Independently decipher complex fraud situations and act as a resource for other departments regarding fraud case-related questions.
• Train new fraud specialists entering Fraud Prevention team including job shadowing.
• Review activity on fraud, lost, stolen, compromised accounts and take appropriate actions.
• Perform general account maintenance.
• Participate in job-specific training and required bank training programs.
• Identify, research, and resolve customer issues using available resources and systems.
• Identify and escalate priority issues.
• Maintain performance standards for service levels and queue.
• Manage and prioritize caseload independently and maintain confidential information.
• Follow-up on customer inquiries not immediately resolved.
• Maintain and promote a positive attitude while meeting productivity goals.
• Perform other duties as assigned.

QUALIFICATIONS:

• Experience in the financial services industry- preferably specific to Fraud.
• General knowledge of financial services industry.
• Knowledge of customer service principles and practices.
• Ability to communicate effectively with both internal and external customers via phone, with focus on maintaining superior customer experience.
• Strong oral and written communication skills.
• High attention to detail.
• Ability to analyze customer profiles and transaction history to interpret data and recognize non-obvious activity patterns.
• Good judgment skills.
• Intermediate MS Excel skills.
• SQL skills preferred (training can be provided).
• Ability to learn new systems, software, and processes.
• High school diploma/GED required. College coursework/degree preferred.

TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank's total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position includes participation eligibility in the annual incentive plan (bonus).

BENEFITS OFFERED:

• Competitive medical, dental and vision benefits
• 401(k) and Roth 401(k) retirement plans with company match
• Flexible spending accounts (medical and dependent care)
• Company-paid parental leave
• Educational assistance
• Company paid continuing education credits
• Paid employee assistance program
• 12 paid holidays, including discretionary early closures before holidays and company events. (More than your average company!)
• Multiple time-off options for vacation, volunteering, or care for yourself or loved ones

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (over-night travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MD, MA, MO, NE, NC, OH, OR, PA, SC, TX, & VA or will be willing to relocate (TCM does not provide relocation).

No sponsorship is available for this position.

Principals Only. No Agencies Please.

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