EWB Case Manager

JOB PURPOSE:

Play a crucial role in ensuring confidence in EWB and KOMO digital services by handling within defined SLA reported fraud and unauthorized transaction complaints against EWB and EWRB accounts to EWB Enterprise Fraud.

Conducts surveillance monitoring on social media and other online channels for suspicious posts involving illegal, unlawful or unauthorized use of EWB and KOMO digital accounts to prevent accounts from being used as mules. Task includes sending of notification to erring customers, processing of account closure and preparation of regulatory reports where applicable.
Handles CS Level 2 escalations on accounts flagged and temporarily suspended due to fraud alerts and complaints including coordination of investigation with Enterprise Fraud.

DUTIES & RESPONSIBILITIES: 

Fraud Alerts Case Management

• Performs daily sweep of social media posts on digital account selling and initiate notification for bank initiated account closure due to violation of account terms and conditions.

• Responsible for identifying, escalating suspicious or malicious posts on use of EWB and KOMO products and services on various online channels such as social media, chat forums and other channels.

• Analyzed large amounts of data to find patterns of fraud and anomalies.

Tracking, Reporting and Communication

• Summarize all key information regarding investigation into a detailed report and collates required documents for endorsement of case to Enterprise Fraud

• Collaborate with team members to discuss fraud trends and identifies patterns that can used as alerts for the fraud detection system.

SKILLS:

• Knowledge of Banking Regulations, Fraud Investigation, Fraud Detection, Case Management and Data Analytics.

• At least one year previous experience in the banking industry.

• Ability to work closely with key stakeholders and other business units.

• Excellent communication and interpersonal skills to engage and influence stakeholders at all levels

• Analytical mindset and the ability to interpret and analyze data and metrics.