Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Conducts complex and high-valued account fraud investigations at an expert level. Appropriately collaborates with law enforcement and peers at other financial institutions to prevent or recover fraud losses. Uses critical thinking and investigative expertise to resolve account fraud cases perpetrated against or by members of the credit union. Assists with various tasks including corresponding with members, branches, departments, other financial institutions and law enforcement agencies regarding fraud issues. Acts as the team’s subject matter expert for the processes and policies. Assists the Fraud Investigations Team Manager with delivering timely feedback to all members of the Fraud Investigations Team. Acts as an escalation resource for the credit union and members.

Job Description

LOCATION

Mountain America Center - Hybrid

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time; this is a hybrid schedule and team members will rotate in office once a week to cover some in office duties. In office expectation will be based on business need.

To be effective, an individual must be able to perform each job duty successfully:

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.

• Mentors, coaches and trains Fraud Investigators I and II

• Assists management with training presentations with other departments, including the Service Center

• Provides high-quality phone support to members, external financial institutions, and internal business units on fraud related issues

• Processes reimbursements for member’s Fraud Affidavits in a timely manner

• Acts as a point of escalation for the team

• Utilizes critical thinking to investigate  complex and high dollar check, account, and loan fraud cases in which members are victims or perpetrators

• Interviews members  and internal partners to clarify statements and circumstances that led to fraud, as needed

• Interviews suspects, when appropriate

• Accurately and appropriately issue credits to members’ accounts

• Reviews branch video surveillance and recorded phone calls for material evidence

• Copiously documents all activities

• Constructs formal reports  and case summaries for potential referrals to law enforcement

• Provides internal support to other business units on fraud related issues, as directed

• Utilizes case management reports to redirect work as needed with an emphasis on the team achieving departmental KPI goals

• Develops and maintains a working relationship with departments, branches, and contacts at other financial institutions to expedite exchange of information and to obtain assistance and counsel when needed on all matters pertaining to fraud.

• Evenly distributes new case workload throughout the team

• Updates and is an active stakeholder in team procedures

• Provides constructive verbal and written feedback to team, department, and other business units as needed

• Conducts formal reviews of internal calls and cases and provides feedback, as needed

• Partners with peers at other financial institutions to reduce risk and loss to the credit union

• Establishes and maintains professional relationships with Law Enforcement

• Testifies in court, as required

• Evaluates fraud-related reports, as directed

• Oversees case and call quality review processes and delivers feedback to both Investigators and management

• Train and provide guidance to Intake Specialists and Investigators I and II and provide feedback as appropriate for coaching and development.

• Train and present to other business units on fraud investigations and material

• Leads by example

• Lead special projects, as assigned

• Drives process improvements

• Promptly and appropriately logs complaints and submit SAR referrals

•  Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to