Branch Fraud Account Support Specialist at Blaze Credit Union – Minneapolis, Minnesota

The Branch Fraud Account Support Specialist is responsible for handling member calls related to opening new financial accounts for members who have experienced fraud. This role focuses on assisting members who need to change their account numbers due to security breaches, compromised account information, online banking fraud, etc. The position also plays a key role in procedure development and testing to support Branch Operations & Service Experience department. The position balances direct member support with procedural documentation and process improvement.

Major Duties and Responsibilities

Fraud Account Support responsibilities include

• Handle inbound calls regarding member account number changes due to fraud.
• Open new financial accounts for members impacted by fraud while ensuring all security and procedural steps are completed accurately.
• Serve as a subject matter expert for branch staff on fraud account processes.
• Ensure members do not experience further financial loss due to incomplete or incorrect account changes.
• Provide professional, efficient, and empathetic service in high-stress and conflict situations.
• Maintain strict confidentiality and compliance with all security and fraud prevention policies.

Procedures & Process Development responsibilities include

• Develop, review, revise, test and maintain procedures and workflows including validation of new processes, tools and system enhancements prior to frontline implementation.
• Collaborate with the Branch Operations & Service Experience team to identify and improve fraud-related process gaps and risks.
• Maintain a working knowledge of procedures, laws and regulations to ensure that daily operations are in compliance with OFAC and BSA/AML policies.
• Provide technical support to branch staff by researching and identifying options, and when necessary, referring complex issues to leadership.

Experience/Education/Certifications/Licenses

• Minimum High school degree or equivalent
• Minimum 2 years’ experience as a Personal Banker or equivalent; which includes opening consumer loan accounts
• Expert-level experience with DNA and MeridianLink systems.
• Strong knowledge of financial systems, fraud indicators, and fraud triggers.
• Exceptional attention to detail with the ability to multitask effectively.
• Strong written and verbal communication skills.
• Ability to handle difficult conversations and high-stress situations professionally.
• Proficient with computers, web browsers, and Microsoft Office products.
• Strong problem-solving skills and sound decision-making abilities.
• Demonstrated ability to maintain confidentiality at all times.
• Blaze Credit Union product knowledge; preferred.

Demonstrated Knowledge

• Team building skills
• Member-focused service mindset
• Verbal and written communication skills
• Detail-oriented
• Working knowledge of Microsoft Office Products
• Basic math skills
• Ability to write reports and letters, read and interpret documents
• Ability to define problems, collect data and establish facts and draw conclusions

Communication Skills

• Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified.
• In-depth dialogues, conversations and explanations with customers

Physical Requirements

• Prolonged periods sitting at a desk in a stationary position and working on a computer (70% or more)
• Constant Use of hands/fingers for constant use of a computer or other office equipment
• Occasional stooping, kneeling, or crouching to maintain files
• Ability to talk/hear/see to communicate ideas and information so others will understand, and to observe details at close range

Additional Information:

• Must be able to work core Branch Hours (8:30-5 Monday – Thursday and Fridays available 9 – 6).
• Must be willing to travel to all Blaze locations as needed
• May need to work weekends on occasion

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations. The salary range for this position is: $25.20 - $31.50. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.