Sr Specialist, Claims & Fraud Operations (100% Remote)

Sr Specialist, Claims & Fraud Operations (100% Remote)

Country: United States of America

USA Job Family Description:

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

The Sr. Specialist, Claims & Fraud Operations is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the organization's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.  This role is responsible for supporting the operational unit through driving continuous improvement, removing barriers, building/maintaining a robust and effective reporting suite, and assisting in production.

Essential Functions/Responsibility Statements:

• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation.

• Increases operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness.

• Monitors and reviews fraud risk, unique or highly complex exceptions generated from the various fraud prevention filters and security exception files.

• Conducts root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance.

• Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity.

• Communicates significant issues to management and makes recommendations when weaknesses are identified.

• Identifies and aggregates Op Loss data.

• Completes data quality checks, including coordinating the resolution of data reconciliation issues.

• Completes root cause analysis and action plan evaluation on assigned losses.

• Assigns loss events for root cause analysis and actions plans to the LOB, as appropriate.

• Be proactive in the development and execution of ideas, which reduce risk and improve Santander's profitability.

• Performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.

• Interacts regularly with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.

• Reports suspicious activity as required by the Bank Secrecy Act.

• Receives and places calls to provide information to branches, the Member Service Center, lending departments and members on fraud, identity theft or Member Identification Program.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:
Associate's Degree or equivalent work experience: (Required)

Work Experience:
3+ Years Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention. (Required)

Skills and Abilities:

• Working knowledge of loss and fraud detection/prevention principals, multiple fraud areas, compliance and regulatory issues related to the department and/or company.

• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO.

• Solid analytical, interpretive and problem solving skills.

• Ability to analyze diverse information and develop strategy recommendations.

• Excellent customer service and communication skills, both verbal and written.

• Excellent organization skills.

• Solid ability to multi-task.