PenFed Credit Union

Compensation

Full Description

Overview PenFed is hiring a (Hybrid) Zelle Fraud Operations Specialist at our San Antonio, Texas service center. The primary purpose of this position will be accountable for answering members inbound fraud inquiries regarding the Zelle service provided by PenFed. Agents will be in a fast-paced environment, upholding the Contact Centers service level agreements, member experience, PenFed policies and procedures, and regulations. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. • Respond to all inbound phone calls, upholding the Contact Centers service level agreements, member experience, PenFed policies and procedures, and regulations. • Provide support and troubleshoot members who have Fraud with their Zelle service or are fraud restricted and looking to restore their service. • Document all telephone calls according to standard operating procedures. • Utilize strong listening, communication, and problem-solving skills with the ability to take ownership in assisting, researching, and resolving member issues. • Navigating multiple computer systems while interacting with our members. • Maintain a good understanding of account maintenance, policies, and procedures, along with our other banking products. • Understand and maintain compliance with PenFed policies and procedures and applicable laws and regulations. • Identify and recommend solutions to resolve members issues • Support the company's commitment to Zelle and protecting the integrity and confidentiality of systems and data. • Responsible for processing actionable alerts/fraud notifications, conducting research into these alerts as needed. • Analyze and validate Identity Theft claims and other fraud claims as they arise. • Review accounts and transactions for fraud activity and take appropriate action, such as restraining an account, to prevent fraud losses. • Monitor and decision alerts in Actimize, FraudNet, Salesforce, AFS/EWS and other fraud tools, with accuracy and take appropriate action to prevent fraud losses. • This role is responsible for ensuring business continuity.* Qualifications Equivalent combination of education and experience is considered. • High School Degree required; Associates Degree preferred. • Proficient working with Microsoft Office Suite. • Basic knowledge of banking or credit union operations preferred. • Basic knowledge of fraud types and fraud schemes preferred. • Excellent oral and writing skills. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. • Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call may be required. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568. #LI-Hybrid Qualifications: Equivalent combination of education and experience is considered. • High School Degree required; Associates Degree preferred. • Proficient working with Microsoft Office Suite. • Basic knowledge of banking or credit union operations preferred. • Basic knowledge of fraud types and fraud schemes preferred. • Excellent oral and writing skills. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. • Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call may be required. Education:UNAVAILABLEEmployment Type: FULL_TIME