Zelle Fraud Specialist, AT

Garden City, New York

Salary Range: $70,000- $85,000

GENERAL DESCRIPTION

The Zelle Fraud Specialist manages the end-to-end Zelle fraud process, ensuring full compliance from a regulatory vendor, and process perspective with Zelle requirements. The Specialist is responsible for claim decisioning, reconciling vendor reports, as well as decisions, and monitoring fraud trends via the related tools available (FIS Customer Service Transaction - CST, Safer Payments, BlockWatch). The Specialist interacts with our core operator (FIS) to report fraudulent Zelle transactions by using the CST portal for tracking fraud cases related to our customer’s usage of Zelle and obtains and investigates alerts received through CST and the Safer Payments tool, related to Zelle transactions posted to customer accounts. This role includes the oversight of all aspects of the Zelle product and identifies fraud trends, providing support to both customers and Bank staff regarding digital payment claim processing, implementing appropriate fraud rules, and properly reporting and decisioning Zelle related claims.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Manage Zelle claims/fraud process including interfacing with the CST portal and FIS fraud management teams.

· Investigate and evaluate P2P and real-time payment related disputed transactions in multiple systems to determine the validity of the claim; determine charge back or re-presentment rights under Regulation E, Real-Time Payment Network Rules, and EWS rules and regulations along with composing pre arbitration summaries to ensure proper processing that minimize losses to our

customers and the Bank.

· Track disputes in CST and Centrix dispute transaction database.

· Administer dispute decisions by making customer account adjustments; processes P2P disputes in compliance with applicable EWS network rules and regulations, as well as the Bank’s internal policies and procedures.

· Follow up with both internal and external customers on account actions, while delivering consistently high-quality customer service.

· Escalate issues that require additional review, or exceptions to routine processing to next level of staff/management; provide thorough documentation including a clear audit trail of actions taken.

· Communicate with customers, as needed, to ensure they are informed of the progress of their disputes and to gather relevant information to move forward in resolving disputes.

· Act in conjunction with the Visa Operations Fraud representatives by assisting in the effort to identify trends and escalate them as appropriate.

· Respond to external customer inquiries regarding non-fraud related P2P disputes.

· Meet compliance requirements including deadlines proscribed by CFPB Regulation E and NACHA.

· Maintain knowledge and understanding of the card industry, EWS, VISA, NACHA, and related compliance requirements.

· Perform other duties as assigned.

SKILLS, EDUCATION AND EXPERIENCE

· High school diploma or GED required; Bachelor’s degree preferred.

· Experience with Zelle payments network and claims handling is preferred.

· 4+ years of banking experience required, call center background helpful.

· Familiarity with P2P Payments disputes handling, the EWS system, Visa and NACHA rules.

· Proficient in the use of various desktop and internet-based applications (Microsoft Word, Excel).

· Excellent customer service skills.

· Excellent communication skills (verbal + written).

· Time management skills required.

• Working knowledge of Bank systems required with an emphasis on the IBS system.

  Apple Bank offers Medical/Dental, 401k and Tuition Reimbursement to full time employees.

  We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.