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Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) Fraud Member Concern Escalation Analyst at our San Antonio, Texas service center. The primary purpose of this job is to play a pivotal role in finding solutions for member escalations while working collaboratively with senior staff on the team and across the division. The incumbent will be responsible for ensuring timely responses for member escalations, researching issues and making recommendations. This position will be responsible for de-escalating member anxiety and communicating with internal and external partners.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

+ Conduct comprehensive risk reviews for member escalations and fraud cases, identify key risk factors and provide recommendations to mitigate fraud exposure.

+ Perform in depth root cause analysis of fraud-related escalations by collecting data, identifying trends, and documenting underlying issues, with a focus on continuous improvement and recurrence prevention.

+ Communicate findings from escalations to senior leadership and relevant stakeholders through detailed, data driven reports including actionable insights for process improvement.

+ Analyze, document, and negotiate to close the communication loop between member and business partners while meeting all regulatory guidelines and compliance.

+ Act as the point of contact for fraud related escalations from members and business partners who are requesting service or reporting problems. Provide excellent member service while fulfilling requests and providing support, which frequently involves simultaneously processing calls, working cases/tickets, instant messaging with an internal customer and processing e-mail correspondence.

+ Research and assist to resolve fraud related problems and fulfill requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Escalate in a timely manner when first contact resolution is not possible.

+ Assist with fraud related tasks involving our Business Control Process Owners, member surveys to streamline processes, analyze feedback, create trending analysis, and provide updates to Member Experience and Advocacy leadership.

+ Maintain a high level of knowledge on Fraud industry standards and best practices to inform on policy adjustments and member communication.

+ Assist Fraud Member Experience and Advocacy leadership to aggregate, interpret, and consolidate root cause of escalation and create a succinct member response.

+ Enhance fraud management and prevention strategies by working with stakeholders, perform root cause analysis, and trend analytics on fraud-related issues.

+ Aid in the creation of a member centric fraud prevention journey map that can be used cross departmentally to enhance the member experience.

+ Provides a detailed analysis of all communications with the members to provide a clear picture of all resolution attempts. Keep records of customer interactions and transactions, recording all details of escalations as well as writing responses to member escalations.

+ Obtain and examine all relevant information and work collaboratively with the research team to understand possible cause of escalation.

+ Work escalations and assist with outcomes to identify member experience opportunities.

+ Aid in alignment, consistency, and cohesiveness in process, policy, and member service to achieve department and company goals.

+ Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvement and work together to better serve the members.

*This role is responsible for ensuring business continuity.*

Qualifications

Equivalent combination of education and experience is considered.

+ Bachelor’s Degree or combination of experience and education preferred.

+ Minimum of eight (8) or more years of financial services experience required.

+ Excellent verbal and writing skills geared towards end member/customer.

+ Experience in writing responses for members or customer escalations in the financial services sector is required.

+ Experience aiding with trend analysis.

+ Experience working in a fast-paced environment collaboratively.

+ Experience with MS Office with focus on Word, PowerPoint, and Excel.

+ Sound decisions and independent problem resolution escalating issues are appropriately required.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

The ability to travel to various worksites and be on-call may be required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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