Customer Fraud Resolution Specialist

Description

About Us:

Umpqua Bank is headquartered in the Pacific Northwest with 5,000 employees and offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.

We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.

About the Role:

Provides assistance to customers' and internal business units following a fraud event on a bank account, ensuring a high level of customer service via phone, email, and all other communication channels. Assist customers through the process to replace or protect bank account(s), collect documentation, and serve as the intermediary between the customer and internal business units. Maintain caseload of all outstanding tasks to ensure appropriate and timely follow-up is achieved.

• Responsible for acting as primary customer contact for the primary customer contact for resolution of customer accounts following a fraud incident.; receives guidance from Sr. CCS Representative to approach complex issues.
• Self-maintain workload of cases ensuring timely resolution or follow-up, escalation as necessary, and adherence to documented procedures.
• Responsible for communication with various business leaders and other internal partners, provide updates of client matters, make recommendations and ensure that issues needing immediate attention are resolved in a timely manner.
• Answer incoming calls from Treasury Management customers and internal staff delivering exceptional service that exceeds the caller’s expectations. Handle calls with professionalism, demonstrating a sense of ownership, with a goal of one call resolution achieving established service standards.
• Perform other Corporate Investigation or fraud related duties as assigned.
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces our vision to become “Business Bank of Choice”
• May perform other duties as assigned.
  
  

About You:

• H.S. Diploma/GED
• Bachelor's Degree in Business, Finance or related field.
• 2-4 years banking experience, new accounts, lending loan processing or documentation and customer service. Required
• Demonstrated knowledge of bank payment systems, account operations, banking services and exposure to complex business
• entities.
• Proficient knowledge of Commercial banking products and services, operations and procedures and applicable laws and
• regulations.
• Possess excellent written and verbal communication skills. Ability to effectively communicate with professionals at all level s of
• business.
• Knowledge of general business acumen and practices related to analysis, accounting and financial procedures including market
• and interest rate impact.
• Demonstrate strong customer service, interpersonal and organization skills with ability to multi -task, handle complex issues and
• use good judgement in decision making.
• Strong technical skills including Windows Office Suite, spreadsheets and industry specific software.
  
  

Workstyle: Fully onsite.

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $23.08- $32.00 and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.