Fraud Support Representative (remote)

Job Opportunity at Jenius Bank

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers' best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We're committed to doing it the right way for the customer and are growing rapidly. The anticipated salary range for this role is between $48,000.00 and $70,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees. Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank's first anniversary. We don't plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group's 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

Fraud Support Representative

As a Fraud Support Representative, you will work with customers and internal teams on cases of potential fraud and events reported as fraudulent. The Fraud Support Representative will help customers who are victims of fraud navigate next steps, giving support and empathy in what can be an extremely difficult experience. This role works closely with all lines of business and Fraud Investigations.

Principal Duties And Responsibilities

• Review, analyze, and decision high risk new account transactions, potential fraudulent activity, and referrals related to suspicious activity from Tier 1 operations and back office.
• Work with fraud victims in processing claims, assisting in clearing negative impacts of fraud, and next steps in managing fraud events.
• Provide support for inbound and outbound customer contacts.
• Work with Operations back office to correctly reimburse fraud victims.
• Effectively collaborate with colleagues within the fraud team to identify instances of increased risk and fraud ring activity.
• Resolve transactions within the service level agreements to reduce potential losses.
• Document all findings, dispositions, and conclusions related to the assessment with explanations in narrative form.
• Address and mitigate confirmed fraud activity swiftly and escalate such matters to the appropriate teammates for further assistance.
• Leverage various fraud detection tools, and communication in fraud research efforts.
• Support buildout of fraud processes, job aids and testing during Jenius Bank launch and expansion of the fraud process and framework.
• Complete other related duties as assigned.

Position Specifications

• Minimum 2 years' experience in financial services with direct customer interaction.
• Excellent verbal and written communication skills.
• Experience working independently and with a team.
• Detail-oriented Education and Experience Preferred: Associates degree or higher in criminal justice or related field.
• 1+ years of fraud experience.
• Understanding fraud schemes; including Wire, ACH, Online Account Takeover, Check, Elder Abuse, Card, and New Account Fraud.
• UAT/QA experience.
• Outbound/Inbound call center experience.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.