Deposit Ops Fraud Support Specialist - Charleston Hybrid

Onsite/Hybrid Position In Charleston, SC

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

Summary/Objectives

The Deposit Operations Fraud Support Specialist is responsible for performing first line fraud responsibilities which require critical daily operational functions to meet internal and external customer expectations. The specialist is expected to analyze customer transactions to identify fraud to ensure the bank does not take a loss. This includes facilitating the closure/re-opening of customer accounts for a bank over $65 billion in assets, falling victims to fraud, and closing accounts in which the bank deems perpetrators of fraud.

Essential Functions

• Perform critical maintenance functions on accounts to reduce the risk of loss to the bank including but not limited to, placing holds on accounts, closing debit cards, restricting accounts and online banking, and placing appropriate priority messages to alert the tellers.
• Analyze, research, and process account closures received from various departments of the bank in which the customer was identified as a perpetrator of fraud ensuring all potential risk is reduced by identifying items such as open Reg E disputes or potential endorsement issues and fraudulently deposited checks.
• Collaborate with other departments within the bank to ensure all potential loss items for accounts to be closed are identified and mitigated by filing the appropriate fed cases, mailing funds to other institutions, and sending funds back to the IRS when fraudulent funds are received.
• Assist branches with questions regarding the fraud matrix and help them navigate to the correct fraud reason and next steps.
• Identify device compromises, disable online banking, and ensure the customers are fully protected until their device has been cleaned and cleared from fraud.
• Open new accounts for fraud victims, close compromised accounts, complete maintenance to move all services, and engage with the customer to ensure a smooth transition to the new account.
• This position requires working closely and communicating effectively with other departments, branch staff, the Contact Center and/or external customers to effectively complete all tasks correctly.
• The position requires a strong customer focus with the ability to have detailed conversations with customers.
• Approach problems logically and with good judgment to ensure the appropriate customer outcome.
• This position requires that decisions are made in accordance with department procedures while managing both customer service and risk.
• Support First Line Fraud by making any required coding changes to accounts or processing any financial entries.
• Conduct any required research into records and transactions.
• This position requires proficiency in excel and the ability to create and maintain spreadsheets as well as filter and sort as needed.
• Employee ensures compliance with all regulatory and bank policies and procedures including a department Attendance Policy.
• Provide backup support for other departments within deposit operations when needed.
• Accepts other duties as assigned by the manager.

Competencies

• Ability to follow documented procedures.
• Strong analytical and account research skills are required.
• Must be exceptionally self-motivated and able to work in a rapidly changing and fast-paced environment.
• Must have excellent communication, organizational, problem solving and time management skills.
• Ability to work well under pressure, maintaining composure and meeting deadlines.
• Work as a team with co-workers to ensure all functions are completed timely and accurately.

Qualifications, Education, and Certification Requirements

• Experience: Minimum of 3 years of branch banking experience or 2+ years deposit operations experience
• Certifications/Specific Knowledge: Must have excellent communication, organizational, analytical, problem solving and time management skills.
• Ability: to work independently and in a team environment.
• Think critically: and exercise independent judgment.

Training Requirements/Classes

• Required annual compliance training

Physical Demands

• Must be able to effectively access and interpret information on computer screens, documents, reports and identify customers.
• This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

Work Environment

• This position is located in a cubicle environment that may be loud throughout the day.
• The position is located inside a cooled and heated facility.
• Work schedules may vary. Candidates must be willing to work schedules during our operating hours, which may include early evening hours.
• Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered.
• Travel may be required to come to meetings as needed.

Equal Opportunity Employer, including disabled/veterans.