What are the responsibilities and job description for the Bilingual Security Analyst I position at Union Savings Bank - CT?
The Security Analyst I supports both CSC and Branch Banking teams when assisting customers involving fraud or suspected fraud alerts via e-mails, reports, inquiries, system queries and by both inbound/outbound calls. They will be the single point of contact for the customer and conduct investigations as warranted to isolate and contain suspicious activity. The Security Analyst I will attempt to stop any fraudulent transaction(s) from completing if it is possible and take appropriate steps to minimize risk and loss to customer and bank.
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Fraud Management |
o Identify and monitor fraud patterns within various channels: o Online Account Opening o Online/Mobile Banking o Account Takeover o Debit Card activity o Zelle Transactions o ACH Debits o BillPay o External Transfers o Check Fraud o Loans · Restrict and secure customer accounts accordingly and communicate situation to appropriate people/departments. · Track fraud trends/patterns as identified, keeping the Customer Service Cetner Team well informed via email. · Make outbound calls to both internal/external customers for fraud case resolution. · Review Online Account Opening applications. · Review and maintain Processes and Procedures related to all associated tasks |
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Reporting |
· Maintain accurate records of Fraud tracking. · Alert Deposit Fraud Prevention Team about suspicious, odd patterns/trends or deposit activity via as deemed necessary. · Review OAO reports and take necessary steps to protect customer information.
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Customer Service
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· Maintains a positive, professional and courteous tone with customers. · Identify, research and resolve issues by navigating through various software ·programs. · Manage risk by utilizing systems and customer contact to validate identity, transactions and to secure information accordingly. · Maintains accurate and up to date knowledge of the bank’s products and ·services. · Provides exceptional customer service in accordance with the USB Customer ·Service Commitment Charter and responsible for assisting customers with ·requests according to USB policies, procedures, and regulations. · Serves as a backup call support to the Customer Service Center as needed. · Meet individual customer service satisfaction goals
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Teambuilding and Training/Coaching |
· Maintain a professional and courteous work environment. · Maintain open lines of communication with peers, trainer, and management to help facilitate problem solving and/or suggested training. · Contributes to the success of the Customer Service Center by supporting team members and helping to reach departmental goals. · Assist in the training and coaching of staff as directed by the supervisor and/or manager. |
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Additional Job Duties |
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· Comply with Customer Identification Program (CIP) by following procedures provided by management. · Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active. · Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards. · In absence of the Security Analyst II complete report review and distribute reports as required. · Performs additional job task as required. |