Contact Center Fraud Analyst

Job Description The Contact Center Fraud Analyst is part of a dedicated team tasked with providing support to customers who are impacted by a fraud event. Within this role the analyst is responsible for investigating various fraud events that are escalated to the group from various business partners. Throughout their investigation they are tasked with accurately reporting and dispositioning, alerts and cases based on the type of fraud event. The fraud team is also responsible for monitoring fraud alerts through early detection, and other alert tools. During their investigation it is expected that the analyst substantiates investigative findings with statements and items of evidence, and referring fraudulent activity to federal, state and local law enforcement agencies for prosecution This individual may represent Northwest at trial. Essential Functionsu2022 Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards , and designated performance targetsu2022 Supporting various fraud related activities, including investigating and resolving reported external frauds, monitoring the fraud detection system, coordinating fraud alertsu2022 Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses. Understand, and recognize fraud indicators on accounts, and take appropriate actions to reduce risk and loss exposeru2022 Identify education opportunities and leverage industry resources, to stay current on fraud trendsu2022 Administer the fraud case management system, substantiating investigative findings with statements and items of evidenceu2022 Reporting findings to leadershipu2022 Referring fraudulent activity to federal, state and local law enforcement agencies for prosecutionu2022 Conduct interviews as needed depending on the investigationu2022 Consult on issues of fraud, suspicious activity and securityu2022 Assist bank security as needed for related casesu2022 Prepare and analyze department reportsu2022 Maintain strong levels of attention to detail while completing assigned tasksu2022 Appropriately assess risk when business decisions are made, and escalate as neededu2022 Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed Additional Essential Functionsu2022 Ensure compliance with Northwestu2019s policies and procedures, and Federal/State regulationsu2022 Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyu2022 Work as part of a teamu2022 Work with on-site equipment Additional Responsibilitiesu2022 Complete other duties as assigned Safety and Health for those without supervisory duties u2022 Abide by the rules of the safety and loss prevention programu2022 Perform work tasks in a safe manneru2022 Report any and all injuries to supervisoru2022 Know what to do in case of an emergency QUALIFICATIONSTo 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. EducationAssociate's Degree or equivalent orBachelor's Degree or equivalent Work Experience2 - 3 years Bank or fraud related experience Less than 1 year Balancing Fraud prevention with maintaining a positive customer transactional experience 2 - 6 years Retail or Branch Banking experience General Employee Knowledge, Skills, and Abilitiesu2022 Ability to establish effective working relationships among team members and participate in solving problems and making decisions u2022 Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written u2022 Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information u2022 Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information u2022 Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas Additional Knowledge, Skills and AbilitiesKnowledge of regulatory and compliance standards. Ability to understand account histories and transactions Knowledge of check cashing laws Data Analysis, reviewing and understanding data sets to identify suspicious activities and trends Knowledge of bank regulations surrounding fraud knowledge of Microsoft office products - including Word, Excel, Powerpoint and Outlook The pay range for this position is generally $23-$26 per hour. Actual pay is based on various factors including but not limited to the successful candidateu2019s experience, skills, and knowledge. Additional benefits are also available. Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. A t Northwest, weu2019re here for what's next. Whether we're finding opportunities for families, businesses and communities or opening doors for our team, we share a passion for helping the people around us succeed. And we know that in order to provide the highest level of care, we need to understand unique experiences and perspectives. That's why, whether you're interested in a corporate role or something customer-facing, your talent and voice matter. Here, you belong. Working at Northwest, you'll find that we recognize our employees for the important work they do through competitive compensation and benefits, professional development opportunities and by regularly celebrating wins along the way. So, take a look at the opportunities here. And join us as we move into the future making a difference for the people we serve.

Created: 2026-01-29