Customer Service – Fraud Support – Fort Washington PA

General information

Career area

Deposits Operations

Work Location(s)

1100 Virginia Drive, Fort Washington, PA, 12850 W. Gran Bay Pkwy, Jacksonville, FL, 2911 Lake Vista Drive, Lewisville, TX

Remote?

No

Ref #

14604

Posted Date

Wednesday, February 15, 2023

Working time

Full time

Ally and Your Career

Ally Financial only succeeds when its people do – and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people – with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

The Opportunity

Hybrid work 3 days in office and 2 from home. Ally work locations Fort Washington PA, Jacksonville FL, Lewisville TX
3 Shifts available, Eastern time zone: Sunday – Thursday 8am-5pm and 12pm-9pm. Tuesday – Saturday 8am-5pm
The Deposit Operations’ Fraud Analyst position is responsible for assessing various situations and identify risks. Specific procedural reviews and approved countermeasures are utilized in the daily job performance. This role works closely with the Fraud Sr. Supervisor and Team Leads, as well as various teams within Operations to assist with the investigation and deterrence of fraud against Ally Bank. This role requires the ability to conduct research, execute various methods and provide clear documentation of all findings. This role must also maintain a balanced perspective to ensure that the Ally Brand and high level of customer experience are maintained. Lastly, the primary responsibility of this role is to handle incoming calls.

The Work Itself

Handle incoming calls from internal Ally associates and external customers calling into Ally.
Perform a series of reviews utilizing various tools and reports to identify potential fraudulent activities on new/existing Ally Bank Deposit accounts.
Thoroughly research incidents and/or allegations and interact with other departments of Ally Bank, Risk, Compliance and Legal.
Some interaction may be necessary with other companies or local, state, and federal authorities.
Effectively execute countermeasures and various mitigation strategies to avoid losses to the bank and to our customers.
Ensures enterprise-wide compliance with established standards, policies and procedures for the bank set by Corporate Security or other Ally Bank departments.
Provide excellent customer service to those customers impacted by potential fraud, ensuring we offer assistance as appropriate.
Review of new accounts, negative balance accounts, ACH reports, Call Center Fraud notifications and any suspicious activity on existing accounts.

The Skills You Bring

1+ years of experience in the Fraud Investigations field. (Preferred)
1+ years of experience in financial services. (Preferred)
1+ years of experience in Customer Service/Call Center environment (Preferred)
Special skills/abilities/competencies preferred.
This role requires the ability to conduct research, execute various methods and provide clear documentation of all findings.
Respond to incoming inquiries.
Responsible to ensure quality control.
Ability to multi-task.
Be challenge driven, goal oriented and capable of handling emergency or crisis situations.
Strong written and verbal communication skills.
Effective time management and organizational skills.
Working knowledge of current bank fraud investigative techniques.
Strong Windows based PC skills required.
Professional maturity (ability to review emails, Teams messages, leadership communications) in a timely and effective fashion.

How We’ll Have Your Back

Ally’s compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation – or total rewards – extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
Who We Are: Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on “Doing it Right” and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com. Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [email protected]. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: An individual’s position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Emerging

47,840

Experienced

56,250

Expert

65,000

Incentive Compensation: This position is eligible to participate in our annual incentive plan.

Health insurance


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