Sr. Specialist, Claims & Fraud Operations

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:

• 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.
• Monitors and reviews fraud risk, unique or highly complex exceptions generated from the various fraud prevention filters and security exception files.
• 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.
• Communicates significant issues to management and makes recommendations when weaknesses are identified.
• Identifies and aggregates Op Loss data.
• Completes data quality checks, including coordinating the resolution of data reconciliation issues.
• Completes root cause analysis and action plan evaluation on assigned losses.
• 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.
• Performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.
• Interacts regularly with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.
• Reports suspicious activity as required by the Bank Secrecy Act.
• 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.

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:

Associate's Degree or equivalent work experience

Work Experience:

3+ Years Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention.

Skills and Abilities:

• Working knowledge of loss and fraud detection/prevention principals, multiple fraud areas, compliance and regulatory issues related to the department and/or company.
• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO
• Solid analytical, interpretive and problem solving skills
• Ability to analyze diverse information and develop strategy recommendations
• Excellent customer service and communication skills, both verbal and written
• Excellent organization skills
• Solid ability to multi-task
• Solid knowledge of department computer applications and systems
• Proficient in MS Office Applications

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. Occasional 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: 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.

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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