Job Description

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Overview

To identify, review, investigate fraud activity, claims/cases and risk exposures from various delivery channels. Review transactional activities, internal/external inquiries, and perform investigations to protect Navy Federal and its members' financials and assets, and control and mitigate potential fraud loss. Ensure adherence to applicable federal and state laws, rules and regulations. Work is performed under moderate supervision. Perform moderately complex/varied tasks with limited latitude and impact.

Responsibilities

• Investigate various types of transactions/activities/cases (e.g., ID Theft and Synthetic ID, Check Fraud, Account Takeover fraud) including reported or alleged loss of assets from various business channels
• Respond to inquiries using various communication venues (including inbound telephone calls) to provide explanation for action taken in response to a specific alert or case
• Communicate with internal and external customers on fraud and security issues, problem resolution, account information and investigations
• Collect evidence and related documentation via available systems and methods; ensure chain of evidence/documentation is maintained in accordance with federal and state laws, rules, regulations and Navy Federal policies and procedures
• Review data gathered to substantiate/disqualify a loss claim or charge off, and escalate as needed
• Research public record databases to identify, analyze and verify information related to primary investigations, validation reviews, discrepancies associated with information provided, and assess potential fraud risk
• Create detailed reports of investigations to include actions taken and results
• Prepare and maintain data for analysis and reference
• Detect fraud trends, red flags and recommend preventive measures to business units and management
• Monitor timeline from identification/notification of fraudulent activity to closure, ensuring service level agreements and regulatory requirements are met
• Collaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units processes and procedures, and identify risk potential for fraudulent activity
• Identify risk exposure/fraud activity, and recommend restorative/control action (e.g., freezing accounts, contacting/alerting members or appropriate internal/external security/financial personnel, adding restrictions or fraud alerts or holds to members accounts)
• Determine if suspicious activities are caused by processing errors requiring corrections and/or recommending to management changes to business policies and/or processes to prevent reoccurrence
• Support projects related to fraud detection, prevention or root analysis
• Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
• Maintain knowledge of applicable federal and state laws, rules, regulations, and Navy Federal policies and procedures
• Performs other duties as assigned

Qualifications

• Working knowledge of applicable federal and state laws, rules and regulations (e.g., Bank Secrecy Act, USA Patriot Act, and OFAC regulations)
• Working knowledge of fraud trends and threats
• Experience in member/customer service, preferably in a financial institution or contact center
• Experience in applying various analytical techniques used in determining and resolving fraud and identity theft in transactions and membership applications
• Experience in working with all levels of staff, management, stakeholders, vendors
• Effective skill managing multiple priorities independently and/or in a team environment to achieve goals
• Effective skill determining "Intent" and "No Intent" scenarios
• Effective skill in identifying and responding to Red Flags (e.g., Known Fraud Patterns, Check Image Details, Membership Specific Info, etc.)
• Effective skill assimilating information, analyzing facts, and developing logical conclusions
• Effective skill interpreting and synthesizing large amounts of information
• Effective skill exercising initiative and using good judgement to make sound decisions
• Effective skill identifying and analyzing business requirements and recommending solutions
• Effective organizational, planning and time management skills
• Effective investigative, research, analytical, and problem solving skills
• Effective skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Effective active listening skills to accurately respond to inquiries and account requests
• Effective skill building relationships through rapport, trust, diplomacy and tact
• Effective skill to influence, negotiate, and persuade to reach agreeable exchange and positive outcomes
• Effective verbal and written communications skills
• Effective word processing, spreadsheet, and presentation software skills
• Associate's degree in Business Administration, Criminal Justice, Finance, or related field, or the equivalent combination of education, training, and experience

Desired Qualification(s)

• Familiarity with Navy Federal products, services, programs, policies, and procedures
• Bachelor's degree in Business Administration, Criminal Justice, Finance, or related field

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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