MUFG Union Bank Fraud Prevention - Call Center Supervisor in Tempe, Arizona
Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 14,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.
Responsibilities include monitoring and investigating suspicious activity on new and existing customer ATM/Debit cards using the latest fraud detection tools. Analyze account transactions to determine if fraudulent activity is present. Determine action to be taken based on predefined procedures; limit potential loss exposure by blocking usage of cards or escalating to management for review; ability to work in call center environment, conduct outbound calls to customers, identify wealth customers and handle accordingly. Handle inbound calls from internal and external customers. Process requests from external sources. Assist management in achieving the Bank’s fraud management goals by identifying and recognizing changing patterns and techniques utilized by fraud perpetrators.
Analyze account transactions to determine if fraudulent activity is present.
Investigate and evaluate fraud by contacting account holders.
Limit potential loss exposure by placing holds or card status to limit funds availability.
Carryout efforts for prevention and recovery.
- Understand, record, and update systems employed in order to detail actions taken.
- Interpret case management system in order to assist with customer questions and resolve cases.
Talks to internal and external customers in an inbound/outbound call center.
Respond to inquiries received from Bank personnel, customers, and merchants.
Maintain working knowledge of all fraud related applications and products.
Escalate fraud trends to supervisors.
Typically requires 1 years of direct experience in fraud detection.
High School diploma required.
Excellent verbal and written communication skills, ability to diffuse customer frustration, strong analytical, problem solving, and decision-making skills.
Must be extremely organized, detailed-oriented and a team player with the ability to handle multiple tasks efficiently.
Must be self-motivated and amenable to change.
Call center experience recommended to be successful in this role and preferred.
Prior experience in banking and fraud prevention environment a plus.
Domestic operations experience, working knowledge of Banking operating policies, procedures and compliance regulations.
The above statements are intended to describe the general nature and level of work being performed.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
Primary Location: ARIZONA-Tempe
Schedule Full Time
Req ID: 10033702-WD