Lead Specialist- Fraud & Disputes

Location:

Location: Hybrid- 555 Patroon Creek Blvd, Albany, NY 12206

Hours: Monday - Friday 8am - 5pm ET

Be part of a team that, every day, strives to become a best-in-class team that adds value by delivering innovative solutions to manage fraud and dispute risk, while ensuring compliance with Regulation E and Regulation Z. The Fraud & Disputes Team focuses on resolving customer claims of fraud that relate to ACH, P2P and Bill Pay transactions and disputes related to ATM, Debit, and Credit Card Transactions.

Under limited supervision, the Lead Specialist is primarily focused on execution of complex processing, operational and/or administrative work following defined and sometimes undefined procedures. The Lead Specialist is responsible for following established guidelines to identify and resolve problems, escalating issues as needed, and contributing to workflow or process change and redesign. The Lead Specialist will be able to work across all work types and ensure the work within these areas are maintained to adhere to our SLA's. The Lead Specialist will work with management to trouble shoot and triage areas of concern or to improve a process or procedure. Individuals in this position should form a strong understanding of the specific product or process they are working with.

Essential Job Functions:

• Conduct investigation of suspected or known fraud that relate to ACH, P2P and Bill Pay transactions; and disputes related to ATM, Debit, and Credit Card Transactions.
• Detect and understand patterns of Fraud
• Take precautionary measures on accounts and/ or transactions to mitigate risk to KeyBank and/ or Key Bank clients and provide direction to all lines of businesses supported by Fraud Services
• Ensure case work is documented appropriately in all applicable systems.
• Ensure compliance with Regulations E and Z while working fraud claims.
• With little to no instruction, administers complex procedures, analysis, tasks and reporting for filing, recording, processing, servicing, recording, and/or organization of documentation associated with the fraud process
• Uses independence of thought to solve complex problems and should be seen as an expert by others.
• Recommends and implements programs to solve complex issues, contributes to work flow or process change and redesign, and forms a strong understanding of the specific product or process
• Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions for filing, recording, processing, servicing, and/or organization of documentation associated with the fraud process.
• Will provide service in relation moderate complex fraud claims/ inquiries, service requests, suggestions and complaints from customers.
• Is fully proficient in duties and works under limited to no supervision
• Will take customer calls of inquiries related to the fraud process.
• Other duties as assigned

Minimum Qualifications & Skills

• Minimum 1 year of fraud experience is preferred
• High School Diploma or equivalent required. College degree preferred.
• Understand assignments and complete work independently without requests for repeated direction.
• Understand basic process flows and upstream & downstream impacts.
• Require limited manager intervention between assignment and delivery.
• Recognize, own, and learn from mistakes.
• Works well with others in a fully developed team environment
• Open minded and adaptable to new ideas in a changing environment
• Exceptional attention to detail.
• Ability to work under pressure and meet deadlines
• Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges
• Proven ability to handle processing functions independently
• Proven ability to handle high transaction volumes accurately and meet production goals
• Team building, interpersonal, and relationship building skills
• Proven strong verbal/written communication and interpersonal skills
• Excellent judgement and decision-making skills, demonstrated leadership skills
• Strong analytical, research and problem resolution skills
• Advanced knowledge of banking policies, procedures, government regulations
• Ability to perform moderate scheduled and non-scheduled maintenance functions
• Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently
• Proficient in Microsoft Office applications
• Ability to train or assist in training new staff
• Ability to work with limited to no supervision in decision making
• Excellent customer service skills and proven ability to handle most customer service inquires and diffuse difficult customer situations independently

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $21.00 to $24.00 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.