Treasury Management Fraud Analyst

As a leading bank, SouthState has been providing financial solutions to individuals, families, and businesses for more than 100 years.

SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

This position is responsible for supporting our Treasury Management clients and team members with confirmed or suspected fraud. The TM Fraud Analyst will use exemplary customer service skills to prevent client fraud losses, support clients victimized of fraud, and provide exceptional client experiences during times of challenging conditions. This position monitors and supports the performance of the Treasury Management Client Support Specialists as it relates fraud to provide coaching opportunities to the Treasury Management Client Support Team Leads. This position will assist the TM Leadership to ensure supporting documentation, internal processes, and procedures are compliant with regulatory guidelines. This individual is responsible for workload distribution and task management. Partners with Treasury Management Leadership and Fraud Intelligence Unit (FIU) for any escalated or fraud situations to ensure all stakeholders are aware to determine appropriate action(s).

ESSENTIAL FUNCTIONS

• Work independently to ensure tasks are complete and on schedule.

• Adhere to department procedures.

• Assists with escalated client fraud issues which may include emails, phone calls & support tickets from either TM Clients and/or bank employees.

• Partner with internal risk teams to help analyze and investigate account transactions to identify undetected fraud and/or correlated activities such as a series of highly suspicious activity leads to ultimate fraud.

• Receive escalated, high risk inbound calls from TM Support in addition performing outbound client calls for further authentication and research.

• Research, manage, and close Pindrop fraud cases and escalate to Senior Management when necessary.

• Work with TM leadership to review, identify, and deter fraudulent activity to reduce fraud losses while focusing on the client experience and protection.

• Maintains and follows through on customer contact regarding changes, additions, and other issues as it relates to fraud.

• Assist with accepting inbound calls and emails from TM clients when necessary.

• Accurately document incidents in a timely manner.

• Build relationships within the bank and with external vendors to maintain a high level of service.

• Work with TM leadership to identify areas that may need improvement, determine the goal and build the steps required to attain it.

• Conduct timely performance evaluations.

• Performs other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Excellent communication skills

• Commitment to provide excellent customer service

• General banking knowledge

• Requires strong knowledge of personal computer, Microsoft Office and other software used in department.

• Must be able to prepare documents and compose business letters and memorandums.

• Must have good knowledge of business English, spelling and punctuation.

• Requires knowledge of office practices, procedures and general office machines.

Qualifications, Education, and Certification Requirements

• Education: High School Diploma, GED or equivalent education.

• Experience: 3-5 years banking experience required in Treasury Management, Commercial Call Center, Client Service, or Operations. Previous work experience in a fraud related field preferred.

• Certifications/Specific Knowledge: MS office expertise, Ability to read, write, speak and understand English; Knowledge of Treasury Management products / services, account analysis and online banking systems is preferred. Excellent written/oral communications skills; Proven success in problem analysis and resolution; Strong attention to detail and accuracy; Strong organization skills; Ability to manage multiple detailed work assignments with a high degree of accuracy.

TRAINING REQUIREMENTS/CLASSES

Required annual compliance training, New Employee Orientation

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. This position requires a large amount of time in front of a computer.  This can be done sitting or standing with use of the right desk. 

WORK ENVIRONMENT

This position is in a cubicle environment that may be loud throughout the day.  The position is located inside a cooled and heated facility with ability to go to a break room or rest room during breaks. 

TRAVEL

Travel may be required to come to meetings as needed.