Associate, Payment Systems (Fraud Detection)

The Associate, Payment Systems (Fraud Detection) is responsible for identifying and investigating instances of fraud activities related to the debit and credit card portfolio, as well as digital payments by monitoring alerts and contacting customers to mitigate the risk of financial exposure while providing an excellent customer service. This position will be working hybrid and is based in Oriental Center building, San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES:
• Monitor debit card, credit card and digital payments fraud alerts daily and take necessary action to protect customers and the Bank.
• Analyze all received alerts review Bank systems and determine necessary actions such contacting the Customer in order to validate transaction(s).
• If applicable, freezes debit and/or credit card to prevent further fraud instances.
• Comply with Bank protocols always maintaining a high level of professionalism and guidelines for the handling Customer information when engaging in contact with Customers.
• Maintain an up-to-date log that accurately documents all actions taken on per case.
• Identify potential fraud patterns through the monitoring of alerts received and escalate accordingly.
• Responsible for maintaining and developing knowledge of fraud situation in the industry.
• Report risk information and findings to the immediate supervisor in a timely manner.
• Receives the Compromised Card Events list, contacts the corresponding clients, cancels the debit and/or credit card and proceed with issuing a new card for the client.
• Support all bank dependencies in debit/credit card fraud related issues.
• Available to occasionally work overtime and weekends.
• Other duties may be assigned.
MINIMUM REQUIREMENTS:
• Associate or bachelor's degree in business, economics, accounting, criminal justice or related field required.
• One (1) year of customer service and/or operational experience within the banking or financial industry. Experience in fraud, security or any other related position highly desirable.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Analytical, proactive problem solving, organized, detail oriented and able to multitask observing the defined quality standards.
• Above average negotiation skills with the ability to communicate & influence customers.
• Possess at least intermediate computer skills, including but not limited to proficiency in Microsoft Office (Word, Excel, Power Point, etc.).
• Knowledge of banking regulations highly preferred.
• Able to work in a team-oriented environment with both internal & external stakeholders.
• Goal oriented individuals with a strong focus on completing tasks and producing high quality results.
• Excellent written and verbal communication skills with a demonstrated ability to write communications clearly, concisely, and effectively. English proficiency highly desirable but not required.
WORK AUTHORIZATION & ELEGIBILITY:
• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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