Specialist - Debit Card Fraud Services I

Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Specialist, Debit Card Fraud Services I - is responsible for providing administrative and customer service support in the minimization, prevention, and mitigation of bank losses due to fraudulent Debit Card activity. This includes monitoring and researching suspicious activity, processing card cancellations, reissues, account holds and releases. 

Key Responsibilities:
·  Investigate, analyze, and resolve suspected fraud activity related to debit card products and services, including card-present and card-not-present transactions, 3-D Secure (3DS), digital wallets, tokenization, scams, account takeover activity, friendly fraud, and other card-related fraud events. 
·  Investigate, analyze, and resolve suspected fraud activity involving alternative payment channels, including Zelle, ACH, wire transfers, and other electronic funds transfer services; document findings and support appropriate risk mitigation actions.
·  Monitor merchant activity and conduct investigations involving excessive fraud rates, compromised merchants, common point of purchase (CPP) events, and transaction anomalies. 
·  Analyze fraud activity, customer behavior, and transaction data to identify emerging risks and assist management in making data-driven decisions.
·  Collaborate with fraud operations, disputes, and other departments to identify, escalate, and resolve fraud-related issues

Competencies Required:
·  Proven ability to resolve conflict, conduct investigations and interviews, and maintain professionalism and composure in challenging situations.
·  Strong fact-finding, analytical, problem-solving, and decision-making skills.
·  Proficient in technology and internet research, including Microsoft Office applications (Excel, Word, Outlook, and SharePoint), with the ability to quickly learn and navigate financial software systems.
·  Working knowledge of banking operations, fraud investigations, and regulatory requirements related to overdrafts, customer claims, and risk management, including a solid understanding of Regulation E.
·  Ability to work flexible schedules as needed, with a demonstrated history of reliable attendance and punctuality.
·  Excellent organizational, documentation, and data entry skills, with the ability to manage multiple priorities while maintaining accuracy and meeting deadlines in a fast-paced, high-volume environment.
·  Demonstrated ability to remain calm, professional, and customer-focused when interacting with customers, business partners, and internal team members.
·  Exceptional listening, written communication, and verbal communication skills.
·  Strong analytical thinking and problem-solving abilities with the capacity to assess risk and make sound decisions.
·  Ability to exercise good judgment and attention to detail when reviewing complex transactions, account activity, and fraud-related cases.
·  Self-motivated and adaptable, with the ability to work independently as well as collaboratively within a team environment.
 

Minimum Qualifications/Experience:
·  2+ years of financial operations or banking related experience required.
·  1 + years of fraud, risk, or investigations experience in banking or financial services industry preferred.

Formal Education & Certification:
·  High School Diploma or equivalent required.
·  Associates’ or Bachelor's degree in Risk Management, Business, Finance, or a related field preferred.

Work Status:
·  Full-Time

Supervisory Responsibility:
·  None.

Travel:
·  0%25 travel expected.

Working Conditions:
·  Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.