Fraud Customer Service Representative, Digital Banking

COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and lender helping accelerate the transition to a sustainable and low-carbon economy. Headquartered in Chevy Chase, Maryland, Forbright is committed to accelerating the transition to a sustainable economy by financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with extraordinary service.
COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.
COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a more sustainable future.
JOB SUMMARY: The Fraud Customer Service Representative is responsible for resolving fraud related client inquiries by responding to phone calls and secure messages. This role balances customer experience with fraud security. 

DUTIES AND RESPONSIBILITIES:

• Make outgoing/answer incoming calls from customers to review suspected fraud transactions and take necessary action to protect customer accounts
• Identify and analyze customer accounts/profiles for fraudulent patterns or trends
• Communicate with customers via secure messaging and resolve fraud related issues
• Intake/process Reg E claims in accordance with Federal Guidelines
• Identify and escalate items needing additional fraud review or analysis
• Support fraud analysts by gathering information and logging findings within various systems
• Frequent communication with fraud analysts and other customer service representatives
• Work across multiple fraud and internal systems 

QUALIFICATIONS:

• High School Diploma required; Associates Degree preferred
• 1+ years of fraud customer service experience in banking industry required
• Strong communication and presentation skills
• Ability to communicate effectively with internal and external stakeholders
• Capable of efficiently resolving fraud inquires with “service” at top of mind
• Strong attention to detail and use of logic and reasoning
• Ability to work cross-functionally 

The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $45,000 (entry level qualifications) to $55,000 (highly experienced).

POSITION REQUIREMENTS: The requirements described …