Job Description

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

Use independent thought and judgment along with available analytical tools to monitor, intervene, and reduce customer account fraud. Handles more complex issues surrounding fraud, including researching reported fraud instances, and identifying patterns and trends. Works with supervisor to identify opportunities to prevent additional fraud.

Essential Responsibilities:

• Provide support to Fraud Customer Representatives and branches as needed to address inquiries relative to fraud issues.
• Working with team, assess Fraud Intake forms received to ensure the following:
  • All fraud avenues been identified and restricted or closed as appropriate.
  • All fraudulent transactions been identified and any remediation/recovery efforts in place, as appropriate for the system(s) affected.
  • Any new channels, including new debit cards, if needed, have been issued.
  • Remediation and/or refund processes are underway.
  • Documentation in all necessary systems and channels was performed and customer notification has been completed
  • Analyze overall data received, looking for identifiable trends and patterns, and report same to supervisors and other analysts. Coordinate as necessary to assist in the process.
• Perform fraud monitoring using various applications, as assigned. Review systems daily and determine potential unauthorized account activity.
  • Contact customer if activity is deemed suspicious. Research and investigate to determine if activity is legitimate and determine appropriate action based upon findings.
  • Complete Reg. E, close cards and order new cards as appropriate.
  • Where appropriate, complete first steps to request refunds, etc.
  • Revoke or reissue credentials or access to systems such as online banking, bill pay, mobile deposit, external transfer access, and Zelle.
• Work with Supervisor to develop and implement VRM, Host and Switch blocking rules.
• Assist with research required to determine common points of compromise.
• Assist with reporting to FIU and Management regarding current threats and other issues including Visa CPP reports and SAR information.

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties:

As an integral member of the Deposit Operations Department, this position is also responsible to provide assistance wherever necessary to help the Deposit Operations Department and the Bank in achieving their annual goals.

Qualifications

Education, Training and Requirements:

• High School diploma or equivalent required.
• An Associate’s Degree in Business or Accounting preferred.
• All applicants must be 18 years of age or older.

Skills:

• Proficient PC skills, proven experience with email software and the Internet. Excellent oral and written communication skills mandatory. Proficient in letter writing using business letter skills. Must be detail oriented and have excellent organizational and data entry skills. Ability to maintain composure and professionalism a must.

Experience:

• Minimum of 2 years’ experience in fraud or security related experience required. Previous customer service experience preferred.

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