Fraud Investigator IV

Summary

Fraud InvestigatorTo identify, review, investigate fraud activity, claims/cases and risk exposures from various delivery channels. Review transactional activities, internal/external inquiries, and perform investigations to protect Navy Federal and its members' financials and assets, and control and mitigate potential fraud loss. Ensure adherence to applicable federal and state laws, rules and regulations. Work is performed under general direction. Perform more complex/unusual tasks with moderate latitude and increased impact.ResponsibilitiesInvestigate various types of transactions/activities/cases (e.g., ID Theft and Synthetic ID, Check Fraud, Account Takeover fraud) including reported or alleged loss of assets from various business channelsRespond to inquiries using various communication venues (including inbound telephone calls) to provide explanation for action taken in response to a specific alert or caseCommunicate with internal and external customers on fraud and security issues, problem resolution, account information and investigationsCollect evidence and related documentation via available systems and methods; ensure chain of evidence/documentation is maintained in accordance with federal and state laws, rules, regulations and Navy Federal's policies and proceduresReview data gathered to substantiate/disqualify a loss claim or charge off, and escalate as neededResearch public record databases to identify, analyze and verify information related to primary investigations, validation reviews, discrepancies associated with information provided, and assess potential fraud riskCreate detailed reports of investigations to include actions taken and resultsPrepare and maintain data for analysis and referenceDetect fraud trends, red flags and recommend preventive measures to business units and managementMonitor timeline from identification/notification of fraudulent activity to closure, ensuring service level agreements and regulatory requirements are metCollaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units processes and procedures, and identify risk potential for fraudulent activityIdentify risk exposure/fraud activity, and recommend restorative/control action (e.g., freezing accounts, contacting/alerting members or appropriate internal/external security/financial personnel, adding restrictions or fraud alerts or holds to members accounts)Determine if suspicious activities are caused by processing errors requiring corrections and/or recommending to management changes to business policies and/or processes to prevent reoccurrenceSupport projects related to fraud detection, prevention or root analysisInvolved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiencyMaintain knowledge of applicable federal and state laws, rules, regulations, and Navy Federal policies and proceduresLead training and development of junior-level staff, as neededUse subject matter expertise to identify and implement training enhancementsAct as liaison between training team and fraud operationsPerforms other duties as assignedQualificationsExpert knowledge of applicable federal and state laws, rules and regulations (e.g., Bank Secrecy Act, USA Patriot Act, and OFAC regulations)Expert knowledge of fraud trends and threatsAdvanced investigative interviewing skillsExtensive experience in member/customer service, preferably in a financial institution or contact centerExtensive experience in applying various analytical techniques used in determining and resolving fraud and identity theft in transactions and membership applicationsExtensive experience working with all levels of staff, management, stakeholders, vendorsExpert skill managing multiple priorities independently and/or in a team environment to achieve goalsExpert skill determining "Intent" and "No Intent" scenariosExpert skill in identifying and responding to Red Flags (e.g., Known Fraud Patterns, Check Image Details, Membership Specific Info, etc.)Expert skill assimilating information, analyzing facts, and developing logical conclusionsExpert skill interpreting and synthesizing large amounts of informationExpert skill exercising initiative and using good judgement to make sound decisionsExpert skill identifying and analyzing business requirements and recommending solutionsExpert organizational, planning and time management skillsExpert investigative, research, analytical, and problem solving skillsExpert skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulationsExpert active listening skills to accurately respond to inquiries and account requestsExpert skill building relationships through rapport, trust, diplomacy and tactExpert skill to influence, negotiate, and persuade to reach agreeable exchange and positive outcomesExpert verbal and written communications skillsExpert word processing, spreadsheet, and presentation software skillsBachelor's degree in Business Administration, Criminal Justice, Finance, or related field, or the equivalent combination of education, training, and experienceDesired QualificationsMaster's degree in Business Administration, Criminal Justice, Finance, or related fieldWorking knowledge of cyber fraud tactics, techniques and procedures and cyber threat evaluationFamiliarity with Navy Federal products, services, programs, policies, and proceduresAdditional InformationHours: Monday - Friday, 8:00AM - 4:30PMLocation: 5550 Heritage Oaks Dr. Pensacola, FL 32526

Job Description

Fraud InvestigatorTo identify, review, investigate fraud activity, claims/cases and risk exposures from various delivery channels. Review transactional activities, internal/external inquiries, and perform investigations to protect Navy Federal and its members' financials and assets, and control and mitigate potential fraud loss. Ensure adherence to applicable federal and state laws, rules and regulations. Work is performed under general direction. Perform more complex/unusual tasks with moderate latitude and increased impact.ResponsibilitiesInvestigate various types of transactions/activities/cases (e.g., ID Theft and Synthetic ID, Check Fraud, Account Takeover fraud) including reported or alleged loss of assets from various business channelsRespond to inquiries using various communication venues (including inbound telephone calls) to provide explanation for action taken in response to a specific alert or caseCommunicate with internal and external customers on fraud and security issues, problem resolution, account information and investigationsCollect evidence and related documentation via available systems and methods; ensure chain of evidence/documentation is maintained in accordance with federal and state laws, rules, regulations and Navy Federal's policies and proceduresReview data gathered to substantiate/disqualify a loss claim or charge off, and escalate as neededResearch public record databases to identify, analyze and verify information related to primary investigations, validation reviews, discrepancies associated with information provided, and assess potential fraud riskCreate detailed reports of investigations to include actions taken and resultsPrepare and maintain data for analysis and referenceDetect fraud trends, red flags and recommend preventive measures to business units and managementMonitor timeline from identification/notification of fraudulent activity to closure, ensuring service level agreements and regulatory requirements are metCollaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units processes and procedures, and identify risk potential for fraudulent activityIdentify risk exposure/fraud activity, and recommend restorative/control action (e.g., freezing accounts, contacting/alerting members or appropriate internal/external security/financial personnel, adding restrictions or fraud alerts or holds to members accounts)Determine if suspicious activities are caused by processing errors requiring corrections and/or recommending to management changes to business policies and/or processes to prevent reoccurrenceSupport projects related to fraud detection, prevention or root analysisInvolved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiencyMaintain knowledge of applicable federal and state laws, rules, regulations, and Navy Federal policies and proceduresLead training and development of junior-level staff, as neededUse subject matter expertise to identify and implement training enhancementsAct as liaison between training team and fraud operationsPerforms other duties as assignedQualificationsExpert knowledge of applicable federal and state laws, rules and regulations (e.g., Bank Secrecy Act, USA Patriot Act, and OFAC regulations)Expert knowledge of fraud trends and threatsAdvanced investigative interviewing skillsExtensive experience in member/customer service, preferably in a financial institution or contact centerExtensive experience in applying various analytical techniques used in determining and resolving fraud and identity theft in transactions and membership applicationsExtensive experience working with all levels of staff, management, stakeholders, vendorsExpert skill managing multiple priorities independently and/or in a team environment to achieve goalsExpert skill determining "Intent" and "No Intent" scenariosExpert skill in identifying and responding to Red Flags (e.g., Known Fraud Patterns, Check Image Details, Membership Specific Info, etc.)Expert skill assimilating information, analyzing facts, and developing logical conclusionsExpert skill interpreting and synthesizing large amounts of informationExpert skill exercising initiative and using good judgement to make sound decisionsExpert skill identifying and analyzing business requirements and recommending solutionsExpert organizational, planning and time management skillsExpert investigative, research, analytical, and problem solving skillsExpert skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulationsExpert active listening skills to accurately respond to inquiries and account requestsExpert skill building relationships through rapport, trust, diplomacy and tactExpert skill to influence, negotiate, and persuade to reach agreeable exchange and positive outcomesExpert verbal and written communications skillsExpert word processing, spreadsheet, and presentation software skillsBachelor's degree in Business Administration, Criminal Justice, Finance, or related field, or the equivalent combination of education, training, and experienceDesired QualificationsMaster's degree in Business Administration, Criminal Justice, Finance, or related fieldWorking knowledge of cyber fraud tactics, techniques and procedures and cyber threat evaluationFamiliarity with Navy Federal products, services, programs, policies, and proceduresAdditional InformationHours: Monday - Friday, 8:00AM - 4:30PMLocation: 5550 Heritage Oaks Dr. Pensacola, FL 32526