Centralized Operations Analyst - Banking Operations Fraud Mngt - Firstbank Pr

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CENTRALIZED OPERATIONS ANALYST

BANKING OPERATIONS FRAUD MNGT

FIRSTBANK PR

Our Company

At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Centralized Operations Analyst performs a variety of tasks of potential high risk. This position is responsible for reviewing and analyzing potential fraudulent accounts to determine if customer’s requests are feasible. Analyzes potential issues and determines corresponding action(s); while mitigating potential fraud losses.

What You’ll Need to Succeed

· Performs analysis of TPSS cases received and determines course of action; while mitigating potential fraud losses, and complying with all procedures and regulations. This may include direct contact with account holders to verify the authenticity of any suspicious activity involved. Cases must be completed within the SLA indicators.

· Provide excellent customer service to partners and customers.

· Process outbound/inbound calls with customers, victims, Bank employees and law enforcement.

· Review fraud detection reports and/or on-line queues to identify fraud activity.

· Perform Support functions, as needed.

· Conduct moderate fraud analysis to identify potential fraud.

· Performs related duties as needed or requested by Supervisor.

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Competencies:

• Interpersonal communication skills
• PC knowledge including MS Office suite and Internet
• Good problem solving and decision-making skills
• Excellent customer service skills
• Write, speak and comprehend English and Spanish
• Flexible schedule availability

What You’ll Need:

A Bachelor Degree and at least one year of similar experience are required for this job. Three years of relevant experience may be substituted for the required education. The experience must include Banking Operations, Bankcard, Deposit and Consumer accounts, Customer Service, and/or Fraud Prevention and detection.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

​EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

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Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person