Lead, EWB Case Management

JOB PURPOSE:

Play a crucial role in ensuring confidence in EWB and KOMO digital services by supervising and managing the fraud case management team and ensuring that case handling within is defined SLA for reported fraud and unauthorized transaction complaints against EWB and EWRB accounts.

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 AND RESPONSIBILITIES:

Case Management Monitoring and Research

• 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.

• Act as the Business lead and Subject Matter Expert (SME) on case management on fraud, exploring emerging trends, programs, issues.

• Ensure tracking, evaluation, assessment, and reporting of activity effectiveness and trends. Track progress versus objectives, spot areas for improvement, and evolve efforts.

Tracking, Reporting and Communication

• Summarize all key information regarding investigation into a detailed report for endorsement to decision makers and other key stakeholders.

• Provide actionable insights to decision-makers on the status and outlook of security and control issues as well as the teams performance against goals. Propose actions on managing risk and magnifying the security and safeness brand through impactful initiatives

SKILLS:

• Solid working knowledge of Banking Regulations, Fraud Investigation, Fraud Detection, Case Management and Data Analytics.

• Preferably with two to three years of banking experience.

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

• Strong project management skills, with the ability to lead and drive teams to achieve goals and project deliveries

• 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.