Associate, Claims & Fraud Operations
Framingham, United States of America
WHAT YOU WILL BE DOING
USA Job Family Description: Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.
USA Job Function Description: Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.
Essential Functions/Responsibility Statements:
-
Leverage deep understanding of various financial crime schemes to mitigate losses and propose strategies to fortify the bank’s defenses against threats
-
Actively interface with peer banks and industry organizations to Maintain and broaden awareness of industry risks, trends, solutions, and best practices
-
Investigate various types of Suspicious Activity to determine fraud exposure to the Bank
-
Identify legal defenses to decision fraud claims and mitigate losses
-
Recover stolen funds and/or assets
-
Prepare cases for civil litigation and/or criminal prosecution
-
Conduct interviews of victims, witnesses, and suspects (both internal and external to the Bank)
-
Identify and pursue process enhancements and continuous improvement opportunities
-
Off hours availability for escalated fraud events (on a rotation)
-
Coordination with Law Enforcement to arrest/convict suspects and Recover Bank assets
-
Maintain high level of performance in terms of working/closing out cases in a timely fashion, securing recoveries and achieving a consistently high-quality assurance score for casework
-
Develops deep subject matter expertise in fraud and other key indicators that may result in potential vulnerability/risk.
-
Develops, implements, and refines critical fraud system controls for the purpose of detecting and preventing fraud, including testing to Identify, measure, and validate fraud processes.
-
Partners with lines of business and corporate Partners to effect change and promote awareness through the Coordination of fraud detection monitoring of system enhancements and statistical trend analysis.
-
Maintains an in-depth awareness of company goals and industry trends.
-
Demonstrate technical expertise and strong knowledge base in the area of fraud prevention risk management.
-
Perform ad-hoc analysis as potential risks are identified.
-
Develops and maintains comprehensive documentation for fraud detection systems.
-
Participates in the evaluation of new applications and the identification of systems requirements for planning purposes.
-
Acts as the subject matter expert in claims insights and analysis and in the communication with various departments to obtain/provide information for key projects and problem resolution purposes. These contacts would be used to address issues and opportunities with organizational performance, operational readiness for new initiatives, operating effectiveness as well as process improvements, business need analysis and escalation of operational constraints as it relates to Claims.
-
Identifies and monitors trends and/or abnormalities with regards to claims volumes, average processing times, and agent Activity and provide proactive recommendations to align staff to business changes.
-
Collaborates with key stakeholders to provide financial and service level analytics and insights for new initiatives to understand staffing and claim volume implications
-
Conducts ad-hoc reporting and analysis as required to support Claims.
Qualifications:
To 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.
Education:
Bachelor's Degree or equivalent work experience in (Req)
in
Work Experience:
Banking experience preferably in operations and/or fraud prevention., 5-9 years (Req)
,
Skills and Abilities:
Ability to maintain confidentiality
Knowledge of back-end systems supporting payment transactions, servicing products and operational procedures
Excellent problem solving skills and ability to make swiftly escalate issues to senior staff when needed
Ability to think out of the box and recommend feasible solutions under the circumstances.
Exceptional documentation and process management skills Excellent verbal and written communication skills.
Excellent inter-personal and partnering skills to facilitate effective working relationships
Able to adjust to a rapidly changing environment
Strong analytical, research and attention to details skills
Able to work independently as part of team
Able to manage multiple tasks or projects
Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.
Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occassional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer Rights: Employer Rights:This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.
English
Primary Location: Framingham, MA, Framingham
Other Locations: Massachusetts-Framingham
Organization: Santander Bank N.A.
