FRAUD ANALYSTOur CompanyAt FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client's expectations.Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.A Brief OverviewThe Fraud Analyst reviews potential fraudulent accounts and takes appropriate action based on account and transaction characteristics. The main objective of the Fraud Analyst is to reduce the net fraud loss dollars.What You'll Need to Succeed· Monitors and manually reviews deposit and consumer credit accounts, debit and credit cards, mortgage, ACH, wire transfer, merchant, cash management, and credit cards products/services for Puerto Rico, ECR and Florida; and transaction activity for possible fraud, abuse, and/or compliance violations; this may include direct contact with account holders to verify the authenticity of transactions.· Reviews fraud detection reports and on-line queues to identify fraudulent activities.· Identifies ID Theft and fraud red flags and acts accordingly.· Identifies possible financial exploitation and acts accordingly.· Processes outbound/inbound calls with customers, victims, and Bank employees.· Contacts third-party personnel regarding check referrals.· Identifies loss patterns and provides detailed feedback to improve on loss prevention strategies.· Conducts simple to moderate fraud analysis to identify potential fraud and prepares documentation of each case to be submitted to the Corporate Security Department and/or the Corporate Compliance Department.· Suggests improvements in the tools and techniques to monitor possible fraudulent transactions.· Investigates and resolves irregular transactions reported by customers and employees.· Maintains fraudulent activity logs/records/databases, reconciles and summarizes fraud losses.· Prepares well written descriptive and informative reports of identified suspicious activity.· Provides excellent customer service to partners and customers.Competencies:· Interpersonal communication skills· Proficiency in MS Word, Excel, and Access· Excellent problem solving and decision making skills· Excellent customer service skills· Ability to handle sensitive and confidential information and matters· Must be able to manage objections from clients· Write, speak and comprehend English and Spanish. Fully bilingual· Heavy analytical and conflict resolution skills are necessary for this role· Flexible schedule availabilityWhat You'll Need:A bachelor's degree and at least two (2) years of similar and related experience is required for this job or the equivalent combination of education and six (6) years of experience is needed to be able to perform the functions of this job. The experience must include Banking Operations, Bankcard, Deposit and Consumer accounts, Mortgage, ACH, Cash Management and/or Merchant fraud management. Written and oral fluency in English and Spanish is required. The incumbent must write, speak and comprehend English and Spanish languages and have PC knowledge. Must be able to work after hours, weekends and holidays.EQUAL OPPORTUNITY EMPLOYER
