Customer Service Analyst (SAR)

New Castle, DE

-first 2 months must be in office 5 days/week for training (NO exceptions)

-3 days onsite/week after training contingent on performance. If slower to pick up they stay in the office until they can work independently

Customer Service Analyst (SAR)

• *MUST HAVE Suspicious activity reporting/ handling

The Customer Service Analyst is an entry-level position responsible for assisting in identified fraudulent activity and providing resolutions in handling in coordination with processing case referrals. The overall objective of this role is to support Fraud Wire investigations, case handling and regulatory reporting.

Responsibilities

• Manage a portfolio of clients, delivering service that meets or exceeds client expectations and serve as the point of contact for day-to-day complex client inquiries regarding banking products
• Manage and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures
• Liaise with internal and external cross-functional partners to meet or exceed the needs of Client clients
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Banking, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Conduct fraud review investigations as needed per fraud referrals received.
• Review detailed fraud detection information from various sources that provide suspect and or unusual activity requiring research and or follow up.
• Draft and file Suspicious Activity Reports (SARs) consistent with FINCEN requirements.
• Quality reviews on cases
• Approvals of SAR reporting as may be needed.
• Other duties as assigned and or needed

Qualifications

• 2-5 years of relevant cash management and financial services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• excellent accuracy and strong attention to detail
• strong organizational skills, ability to multitask and prioritize
• Proven analytical and critical thinking skills
• Demonstrated ability to build and cultivate partnerships across business regions
• Proven project management and leadership skills

Education

• Bachelor's degree/University degree or equivalent experience