Fraud Mitigation Analyst II is primarily responsible for answering calls through the fraud hotline, processing UARs (Unusual Activity Reports) and the fraud email box. This position utilizes critical thinking to determine if urgent action is required, executing mitigating procedures, reviewing the more complex situations under the direction of the Fraud Mitigation Manager, and making decisions or escalates if there is potential for client or bank impact or financial loss. This position must have in-depth analytical skills and knowledge of the frontline processes. This analyst must have the ability to learn new software and comprehend the data being produced by internal and anomaly systems. In addition, this position will benefit from strong operational and/or accounting background and technical writing skills and verbal communication skills that can be used for day-to-day operations.
Key Accountabilities
Key Accountability 1: Fraud Hotline Calls
- Answer calls through the fraud hotline phone system of reports of fraud. These calls are from internal branches, departments and external banks and law enforcement. l behavior, perform proper mitigations, and escalate concerns, as needed.
- Analyze the fraud being reported and take immediate action to perform mitigation on accounts on the core, online banking, debit cards, Zelle, ACH, wires, etc. as deemed necessary.
- Advise the caller and or the client in the next steps for protection of their accounts, possible recovery of lost funds and open and escalate fraud cases through the fraud case management system.
Key Accountability 2: UAR reports of fraud
- Process UAR reports of fraud by reading and interpreting the fraud report.
- Perform necessary mitigation steps to protect the clients accounts, online access, etc.
- Reach out to appropriate banking center personnel, account officers, managers etc. as needed to advise of the report and the mitigation that has been completed
- These alerts must be properly and accurately logged for regulatory and Board reporting.
- Open and escalate fraud cases as appropriate through the fraud case management system.
Key Accountability 3: Problem Solving and Communication
- The ability to utilize critical thinking to determine the root cause of an issue and work with others to mitigate the risk identified.
- Communicate with callers for incoming calls through the hotline, make outbound calls as needed to other departments and on occasion participate in meetings with clients.
Key Competencies for Position
- Compelling Communication – Openly and effectively communicates with others. Effectively and transparently shares information and ideas with others. Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain. Unites others towards common goal. Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.
- Makes Decisions & Solves Problems – Seeks deeper understanding and takes action. Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency. Collaborates and seeks to understand the root causes of problems. Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time. Takes action that is consistent with available facts, constraints and probable consequences.
- Delights Clients – Continuously seeks and applies knowledge leading to a best-in-class client experience. Passionately serves internal/external clients with excellence. Maintains a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction both internally and externally. Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team. Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.
- Personifies ONB Culture – Demonstrates pride in ONB. Consistently demonstrates Old National's culture and values in daily interactions. Places the organization's goals before individual or team goals. Demonstrates the desire to be part of something beyond themselves by investing time, heart, and expertise to help clients and communities thrive.
- Promotes Change – Seeks to understand and embrace change. Actively seeks, information to understand the rationale, implications and impact for changes. Remains agile by quickly modifying daily behavior, leveraging resources, and trying new approaches to effectively embrace change. Willing to act quickly, learn and adjust as needed. Identifies and recommends changes to leadership to improve performance
Qualifications and Education Requirements
- 5+ years of banking experience or related work experience
- Bachelor’s Degree or equal experience Problem solving skills necessary with ability to define problems and propose
- solutions.
- Analytical skills to be able to review information and use critical thinking to make decisions.
- Must have good understanding of banking center process, procedures, and systems. Must have good understanding of operations activities of the Bank.
- Accounting background and skills a plus.
- Ability to utilize intermediate Excel, Word, and PPT. Prefer expertise is Excel to be able to use functions to solve problems, as needed.
- Good communication skills both oral and written. Ability to present recommendations verbally and in writing.
- Ability to work with little or no supervision.
- Thoroughness in performing work duties.
- Limited travel may be necessary.
- Ability to multi-task and change direction frequently
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.
Our culture is firmly rooted in our core values.
We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.
We are Old National Bank. Join our team!
