Bilingual Fraud Service Representative

PenFed is hiring a (Hybrid) Bilingual Fraud Service Representative at our San Antonio, Texas Service Center.  The Bilingual Fraud Service Representative is accountable for responding to inbound fraud inquiries from members in both English and Spanish regarding fraud services provided by PenFed. Incumbents will work in a fast-paced environment while upholding the Service Center’s service level agreements, member experience standards, PenFed policies and procedures, and applicable regulations. Duties include receiving incoming calls from members, fraud victims, and internal PenFed employees and taking action to resolve issues and requests for assistance that require sound judgment. This position involves conducting research on reported fraud activity and taking appropriate action to resolve fraud claims, prevent and mitigate fraud losses, and recover funds.

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. 

• Respond to all inbound phone calls in both English and Spanish, upholding the Service Center’s service level agreements, member experience standards, PenFed policies and procedures, and applicable regulations.
• Provide support and troubleshoot members who have fraud restrictions and are looking to restore their service.
• Document all telephone calls according to standard operating procedures.
• Utilize strong listening, bilingual communication, and problem-solving skills with the ability to take ownership in assisting, researching, and resolving member issues.
• Navigating multiple computer systems while interacting with our members.
• Maintain a good understanding of account maintenance, policies, and procedures, along with our other banking products.
• Understand and maintain compliance with PenFed policies and procedures and applicable laws and regulations.
• Identify and recommend solutions to resolve members issues.
• Provide clear, accurate, and professional fraud-related assistance to members in both English and Spanish, including explaining account restrictions, fraud claim processes, required documentation, and next steps.
• Support the company's commitment to protecting the integrity and confidentiality of systems and data.
• Responsible for processing actionable alerts/fraud notifications, conducting research into these alerts as needed.
• Analyze and validate Identity Theft claims, and other fraud claims as they arise.
• Review accounts and transactions for fraud activity and take appropriate action, such as restraining an account, to prevent fraud losses.
• Review membership information and identification documents when there are discrepancies or irregularities, to determine the validity of information.
• Keep abreast of current fraud trends in the financial services industry as well as different types of fraud schemes.
• Familiar with regulations and laws, including regulatory and compliance training such as the US Patriot Act, FACTA, BSA/AML, Regulation CC and Regulation E/Z. 

Equivalent combination of education and experience is considered.

• High School Degree required; Associate degree preferred.
• Bilingual fluency in English and Spanish is required, including the ability to read, write, speak, and comprehend both languages professionally in a member service environment.
• Proficient working with Microsoft Office Suite.
• Basic knowledge of banking or credit union operations preferred.
• Basic knowledge of fraud types and fraud schemes preferred.
• Excellent oral and written communication skills in both English and Spanish.
• Experience using AI tools preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional 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

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

Pay Transparency
The anticipated starting hourly range for this role is $19.54 - $27.90.
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

#LI-Hybrid