Fraud Support Associate I (Hybrid)

Full job description

Location: Buffalo, NY. This position is hybrid with 2 days per week onsite.

Hours: Must have open availability to work 8 hour shifts 5 days per week between the hours of 9:00am - 9:00pm INCLUDING weekends.

Training: Full-time paid training is for several weeks. Monday - Friday 9:00am - 5:00pm.

**Shift bids are available after the training period is completed as well as an opportunity to receive overtime.

**Shift differential is paid for all days scheduled to end after 8:15 PM.

Why M&T?

At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.

About the Role

Our agents serve as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events related to Digital and Card exclusions and denied transactions. We also respond to requests from Internal departments for information required regarding investigations or disputes. We work to mitigate fraud loss and assist our client base through critical decision making.

What We Offer

• Paid training Monday - Friday 8am - 4:30pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development

What you’ll do?

• Identify and/or address customer needs to incoming questions regarding Digital and Card exclusions.
• Research and resolve customer issues related to web banking and Card transactions in a timely and accurate manner. Including but not exclusive making decisions regarding the placement of exclusions by researching the current activity and analyzing the normal pattern of activity to mitigate potential losses
• Escalate and ensure resolution of complex problems as appropriate.
• Change user credentials and reissue cards as necessary when fraud is suspected
• Place exclusions for Digital and Card access to allow authorized transactions to properly process.
• Research and respond to inquiries for additional information from Internal Departments regrading ongoing investigations. May be responsible for providing detailed client information to Investigators as well as making outbound calls to obtain needed. information.
• Responsible for customer issue until resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

Education and Experience Required:

• Associates degree, OR in lieu of a degree, a combined minimum of 2 years’ higher education and/or related work experience.
• Proficient in the use of personal computers, including work processing, spreadsheet, presentations and industry-specific software.
• Experience communicating effectively with all levels of personnel.
• Experience making decisions quickly and accurately as well as handling multiple tasks simultaneously.
• Displayed ability to work with minimal supervision.
• Ability to work holidays and be flexible in terms of work scheduling.

Education and Experience Preferred:

• Minimum of 1 year of customer service related fraud experience.
• Experience working with Contact Center systems.
• Experience working in a fast-paced environment

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $21.00 - $34.29 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.