Associate, Claims & Fraud Operations

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Associate, Claims & Fraud Operations is responsible for collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department service level agreements, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. The incumbent will investigate various types of suspicious activity to determine exposure to the Bank and its customers. Works with government entities and local law enforcement to mitigate losses and recover stolen funds and/or assets. [this position exists within one of two distinct investigations units - External Fraud Investigations Unit and Sales Practice and Internal Fraud Investigations Unit]

• Leverage deep understanding of various financial crime schemes to mitigate losses and propose strategies to fortify the bank’s defenses against threats.
• Maintain compliance with the Bank Secrecy Act by ensuring that Suspicious Activity Reports are filed on all qualified Activity and within the established timeline.
• Ensure that all Suspicious Activity Reports consistently meet heightened quality standards before being submitted.
• Actively interface with peer banks and industry organizations to Maintain and broaden awareness of industry risks, trends, solutions, and best practices.
• Investigate various types of Suspicious Activity to determine fraud exposure to the Bank.
• Identify legal defenses to decision fraud claims and mitigate losses.
• Recover stolen funds and/or assets.
• Prepare cases for civil litigation and/or criminal prosecution.
• Conduct interviews of victims, witnesses, and suspects (both internal and external to the Bank).
• Identify and pursue process enhancements and continuous improvement opportunities.
• Off hours availability for escalated fraud events (on a rotation).
• Coordination with Law Enforcement to arrest/convict suspects and Recover Bank assets.
• Maintain high level of performance in terms of working/closing out cases in a timely fashion, securing recoveries and achieving a consistently high quality assurance score for casework.
• Develops deep subject matter expertise in fraud and other key indicators that may result in potential vulnerability/risk.
• Develops, implements, and refines critical fraud system controls for the purpose of detecting and preventing fraud, including testing to Identify, measure, and validate fraud processes.
• Partners with lines of business and corporate Partners to effect change and promote awareness through the Coordination of fraud detection monitoring of system enhancements and statistical trend analysis.
• Maintains an in depth awareness of company goals and industry trends.
• Demonstrate technical expertise and strong knowledge base in the area of fraud prevention risk management.
• Perform ad-hoc analysis as potential risks are identified.
• Develops and Maintains comprehensive documentation for fraud detection systems.
• Participates in the evaluation of new applications and the identification of systems requirements for planning purposes.
• Acts as the subject matter expert in claims insights and analysis and in the communication with various departments to obtain/provide information for key projects and problem resolution purposes. These contacts would be used to address issues and opportunities
• Identifies and monitors trends and/or abnormalities with regards to claims volumes, average processing times, and agent Activity and provide proactive recommendations to align staff to business changes.
• Collaborates with key stakeholders to provide financial and service level analytics and insights for new initiatives to understand staffing and claim volume implications.
• Conducts ad-hoc reporting and analysis as required to support Claims.

What You Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

Qualifications:

• 5+ Years Banking experience preferably in operations and/or fraud prevention. - Required.
• Ability to maintain confidentiality.
• Knowledge of back-end systems supporting payment transactions, servicing products and operational procedures.
• Excellent problem solving skills and ability to make swiftly escalate issues to senior staff when needed.
• Ability to think out of the box and recommend feasible solutions under the circumstances.
• Exceptional documentation and process management skills Excellent verbal and written communication skills.
• Excellent inter-personal and partnering skills to facilitate effective working relationships.
• Able to adjust to a rapidly changing environment.
• Strong analytical, research and attention to details skills.
• Able to work independently as part of team.
• Able to manage multiple tasks or projects.
• Good planning and organizational skills.
• Self-directed and results-driven with demonstrated ability to capture and document the needs of the business.
• Strong Technical Skills and proficiency in launching applications and maneuvering in a Windows based environment.
• Self-starter who proactively seeks learning and development opportunities.
• Working knowledge of MS Office, i.e., Excel, Word, PowerPoint and computer navigation and operation skills.
• Knowledge of the principles, processes, procedures and trends of fraud and fraud prevention.
• Knowledge of FIS fraud products and service offerings.
• Knowledge of federal and state regulations and laws regarding fraud-related issues.
• Understands our risk systems and supports analysis that surfaces patterns, trends, and bugs that help inform our fraud policies and processes while directly impacting the business.

Certifications:

• No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Work Authorization & Sponsorship:

Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

Maximum:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

Review the internal eligibility guidelines here. If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.