COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.
COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a more sustainable future.
JOB SUMMARY: The Fraud Customer Service Representative is responsible for resolving fraud related client inquiries by responding to phone calls and secure messages. This role balances customer experience with fraud security.
DUTIES AND RESPONSIBILITIES:
- Make outgoing/answer incoming calls from customers to review suspected fraud transactions and take necessary action to protect customer accounts
- Identify and analyze customer accounts/profiles for fraudulent patterns or trends
- Communicate with customers via secure messaging and resolve fraud related issues
- Intake/process Reg E claims in accordance with Federal Guidelines
- Identify and escalate items needing additional fraud review or analysis
- Support fraud analysts by gathering information and logging findings within various systems
- Frequent communication with fraud analysts and other customer service representatives
- Work across multiple fraud and internal systems
QUALIFICATIONS:
- High School Diploma required; Associates Degree preferred
- 1+ years of fraud customer service experience in banking industry required
- Strong communication and presentation skills
- Ability to communicate effectively with internal and external stakeholders
- Capable of efficiently resolving fraud inquires with “service” at top of mind
- Strong attention to detail and use of logic and reasoning
- Ability to work cross-functionally
POSITION REQUIREMENTS: The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. Work is conducted primarily in an office; however, some positions may be conducted remotely via technology. While performing duties of this job, the employee may be regularly required for prolonged periods of time to:• Sit or stand at a desk• Walk, stoop down, crouch, kneel or bend over• Use hands and fingers• Utilize a computer monitor with visual acuity• Operate technology and other office machinery such as printers, fax machines, scanners, etc.• Communicate clearly both verbally and in writing with others
ADDITIONAL DUTIES: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.
PERKS/BENEFITS:• Comprehensive health, dental, and vision plans• 4 weeks PTO• 401k + company match• Metro SmartTrip benefits ($50/mo)• Remote or hybrid work schedules for most positions• Bonuses for purchasing solar panels, electric vehicles, biking to work, etc.• Paid subscriptions to Veterans Compost, Imperfect Foods, and more!• Best Workplaces for Commuters 2023 & 2024 winner• The Washington Post Top Workplaces 2023 winner• American Banker Best Banks to Work For 2023 winner
It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics.
United States only
