Fulfillment Specialist

The Fulfillment Specialist handles the set-up of new accounts and product/service enhancements on accounts that have had fraudulent activities or the victims of Account Takeover (ATO).

• Review and process new account requests for existing members and/or businesses, reviewing credit reports and member documentation prior to opening accounts
• Document evidence and findings, and assist members with filing reports with appropriate law enforcement agencies
• Reinstate member access to online products, account titling changes, and account information updates based on member requests and as appropriate
• Assist members with completing applicable affidavit and dispute forms
• Review additional services (BillPay, Credit Card Cash Advance, Line of Credit, HELOC Disbursement, and Descriptive Deposits or Withdrawals) for fraudulent activity and partner with Payment Services and other business units to resolve any issues
• Identify and offer appropriate products and services that meet the member's financial needs (such as credit monitoring and card lock outs), educating members on products and behaviors to prevent future fraud exposure
• Process the set-up of new accounts including ancillary product and service offerings, meeting service level standards
• Process member forms (including minor accounts, name change, JT Ten add/remove, ACH, 3^rdparty authorizations, account titling and beneficiaries)
• Meet daily production goals

• Minimum Education: High School Diploma; Bachelor's degree is preferred
• Minimum one year experience in banking or credit union account processing or fraud-related processing
• Efficient, well-organized, able to effectively prioritize to manage a variety of duties
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Excellent listening skills with ability to ask probing questions to determine member needs and situation
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Ability to foster strong relationships with internal and external stakeholders
• Ability to build strong member service relationships with clear expectations
• Knowledge of IRA, HSA, Minor and Trust accounts preferred
• Understanding of red flag program to prevent fraud is preferred
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A