If you are looking for a challenging and rewarding career path, where you will be minimizing client loss while maximizing client recovery opportunities, you have found the right team.

Job Summary:

As part of the CB Fraud Client Experience Team within the CB Fraud Prevention and Recoveries Program, you will facilitate information exchange and communications with the Client, Relationship Team, and Fraud Investigations Team to minimize client loss and maximize recovery opportunities while reducing bank loss. You will review potentially fraudulent payments alerted by bank controls and engage with clients to ensure they have performed due diligence on the transactions. Additionally, you will handle lookalike domain alerts, investigating domains registered to mimic our clients' domains. Your responsibilities will also include investigating and processing fraudulently negotiated items, such as checks, cashier checks, and withdrawals, as well as managing ACH and Wire transactions and their disposition with clients. By querying data and analyzing client transactions detected by bank controls, you will identify higher-risk transactions that require engagement with the client or relationship team to ensure proper due diligence was performed.

• Make outbound calls to clients and internal partners to validate payments and/or lookalike domains, and handle inbound calls for Wire/ACH held payment confirmations or red flags.
• Provide education on payment validation best practices, as well as on lookalike domains and how they are used to defraud businesses.
• Authenticate, validate, and process Check Fraud and ACH/WIRE claims, trace monetary funds through BOFD contacts, and communicate with clients and internal partners to provide standard updates until the claim is resolved.
• Maintain working knowledge of various systems including Outlook, Navigator, Customer Assist, LAW, ESDS, eServe, Remit One Admin, CCA, Deal Manager, JPM Access, Chase Connect, and Mainframe.
• Prioritize tasks to ensure payment cutoffs and Service Levels are met while actively engaging internal partners for escalation. Project a confident and professional presence to clients and internal partners.
• Build and strengthen trusting relationships with internal partners and clients to facilitate ease of doing business.
• Immediately escalate confirmed fraud payments, follow procedures to secure client profiles, and escalate to relationship and management teams.
• Accurately and timely document all interactions, and support the development and maintenance of policies, procedures, and training materials.
• Partner with the leadership team, other team members, and business partners to resolve client issues and meet business goals.
• Perform open-source research and draw conclusions.
• Identify patterns and trends in transaction data.

• Communication: Delivering clear, consistent messages to others via email or phone. Must have a strong ability to communicate via phone and email with clients and internal partners.
• Knowledge of wires, ACH, SWIFT, and international payment conventions/practices.
• A proactive approach to problem-solving, taking ownership of issues, and demonstrating the determination to follow through.
• Ability to use creative problem-solving techniques to address business issues.
• Excellent time management, organizational, written, and oral communication skills.
• Ability to utilize critical thinking and problem-solving skills to accurately assess and resolve investigation cases.
• Ability to work in a fast-paced environment and adapt to change.
• Flexibility to support adjustments to work schedules; shifts between 8:00 AM - 8:30 PM ET.
• Ability to multitask while working under minimal supervision.
• Demonstrates the ability to work effectively in a diverse and inclusive team environment.

• Experience and a strong working knowledge of various aspects of investigations and/or fraud investigations preferred.