Process Analyst Account Protection

Job Summary

The Account Protection Triage Process Analyst is the initial point of contact for customers and business partners reporting potentially fraudulent activity. This role will leverage specialized tools to initiate investigations, support pending applications, and verify transaction data. By efficiently addressing fraud concerns, this role will contribute to customer satisfaction, revenue protection, and the overall financial health of the organization.

Essential Job Functions

• Field investigative and verification calls to mitigate fraud loss.
• Identify potential fraudulent activity by analyzing customer behavior. Provide exceptional customer service, managing escalated issues. Escalate complex cases to specialized investigative units. Demonstrate strong communication skills when communicating with stakeholders. - (25%)
• Efficiently process pending credit applications utilizing the SNAP system. Contribute to the intake of new fraud claims within the VCARS system.
• Operate multiple software applications simultaneously, including Experian KIQ, Falcon, Accurint, and Microsoft Office Suite (Word, Excel, PowerPoint, Teams) to support job responsibilities. - (30%)
• Maintain a current understanding of evolving fraud trends, policies, and procedures. Exhibit strong attention to detail and accuracy while analyzing data to inform decision-making.
• Prioritize and execute multiple tasks within established deadlines to meet operational goals. - (20%)
• Demonstrate exceptional performance by consistently exceeding quality and productivity goals. Actively participate in coaching sessions and meetings, both in-person and virtual, to enhance skills and performance.
• Foster open communication and collaboration while effectively managing time in a fast-paced environment.
• Utilize technology to optimize productivity. - (5%)
• Oversee assigned fraud cases to minimize financial loss through thorough investigation and recovery efforts. Efficiently manage caseload using Bread Financial's POW Case Management system.
• Conduct in-depth fraud investigations, identify suspects, and ensure accurate account crediting based on case outcomes.
• Request chargebacks in accordance with Bank Operating Procedures. - (20%)

Minimum Qualifications

• Bachelors Degree in Commerce, or Finance or related field of study or equivalent, relevant work experience
• Must be able to pass English Assessment
• 2+ years of experience in Account Protection or Fraud.