Sr. Specialist, Claims & Fraud Operations

The Sr. Specialist, Claims & Fraud Operations is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the organization's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. This role is responsible for supporting the operational unit through driving continuous improvement, removing barriers, building/maintaining a robust and effective reporting suite, and assisting in production.

Responsibilities:

• Assigns loss events for root cause analysis and actions plans to the LOB, as appropriate.
• Be proactive in the development and execution of ideas, which reduce risk and improve Santander's profitability.
• Communicates significant issues to management and makes recommendations when weaknesses are identified.
• Completes data quality checks, including coordinating the resolution of data reconciliation issues.
• Completes root cause analysis and action plan evaluation on assigned losses.
• Conducts root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance.
• Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity.
• Identifies and aggregates Op Loss data.
• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation.
• Increases operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness.
• Interacts regularly with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.
• Monitors and reviews fraud risk, unique or highly complex exceptions generated from the various fraud prevention filters and security exception files.
• Performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.
• Receives and places calls to provide information to branches, the Member Service Center, lending departments and members on fraud, identity theft or Member Identification Program.
• Reports suspicious activity as required by the Bank Secrecy Act.
• Trains branch staff on security procedures and policies.

Education:

Associate degree/ Bachelor, or equivalent work experience.

Experience:

3-5 years; Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention. 

Qualifications:

• Ability to analyze diverse information and develop strategy recommendations.
• Excellent customer service and communication skills, both verbal and written.
• Excellent organization skills, Knowledge, and experience with root cause analysis.
• Proficient in MS Office Applications.
• Solid ability to multi-task, Solid analytical, interpretive, and problem-solving skills.
• Solid knowledge of department computer applications and systems.
• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO.
• Working knowledge of loss and fraud detection/prevention principals, multiple fraud areas, compliance and regulatory issues related to the department and/or company. 
• Minimal physical effort such as sitting, standing, and walking. 
• Addresses customer's requests, ensures concerns are recorded accurately and action is initiated appropriately.
• Builds and maintains one's network of contacts and resources and knows who to involve in problem resolution.
• Communicates in a timely and straightforward manner.
• Keeps everyone involved informed about progress and issues.
• Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change.
• Provides assistance and coaches less experienced team members.
• Executes risk management process and procedures without management direction and demonstrates awareness of expected results.
• Knows the relationship and impact of actions and results.
• Understanding of regulations impacting area supported.
• Follows through to meet commitments to others.
• Takes responsibility for achieving strong results, despite balancing multiple complex demands.
• Stays current with industry and regulatory trends and emerging risk issues.
• Has good understanding of current market and competitive landscape that the organization operates within.

EEO Statement:  At Santander, we value and respect differences in our workforce.  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. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: This job description does not list all 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.

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range

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