Specialist, Claims & Fraud Operations

The Specialist, Claims & Fraud Operations at Santander is responsible for performing routine analytical reviews of data and documentation relevant to customer data and fraud risk activities. This includes assessing flagged fraudulent transactions, maintaining policy documentation, and conducting thorough account reviews to ensure compliance with regulations like the USA Patriot Act.

To qualify for the Specialist, Claims & Fraud Operations position at Santander, candidates should have a High School Diploma or equivalent work experience, combined with 1-3 years of experience in loss prevention, fraud, or regulatory compliance, preferably in the financial services sector. Strong organizational skills and customer service abilities are essential.

Important skills for the Specialist, Claims & Fraud Operations position at Santander include analytical and problem-solving capabilities, proficiency in MS Office Applications, excellent verbal and written communication skills, and a solid understanding of financial services fraud detection and prevention principles.

The Specialist, Claims & Fraud Operations role at Santander is a remote position based in Massachusetts, allowing for a flexible work environment. While minimal physical effort is required, candidates should be capable of occasional equipment and furniture movement for meetings.

At Santander, diversity and inclusion are valued at every level of the organization. The Specialist, Claims & Fraud Operations position encourages qualified applicants from all backgrounds to apply, fostering an inclusive work culture that respects differences and promotes equal employment opportunities.

To analyze a potential fraudulent transaction, I would first gather all the relevant information regarding the transaction, including customer data, transaction history, and any flagged alerts. I would apply established fraud detection techniques and refer to regulations like the Bank Secrecy Act, ensuring proper documentation of all findings and next steps.

While my direct experience with fraud prevention tools is limited, I am eager to learn and adapt quickly. I am familiar with industry-standard tools and concepts, and I approach learning new technologies proactively, ensuring I can utilize them effectively in my role.

I prioritize tasks by evaluating their urgency and importance. Utilizing tools like to-do lists or project management software can help me keep track of due dates. I also communicate effectively with team members, ensuring alignment on priorities and deadlines.

If I spotted a discrepancy in case documentation, I would first verify the information by cross-referencing it with original sources. I would then investigate further if necessary, bringing it to the attention of my supervisor and ensuring all relevant parties are informed to address the issue proactively.

In handling a difficult customer inquiry regarding a denied claim, I would approach the conversation with empathy and active listening. It’s crucial to validate their feelings and provide clear, concise explanations of the reasons for the denial while exploring any additional information they can provide to further assist.

In the Specialist, Claims & Fraud Operations role, compliance work is crucial. Familiarity with regulatory frameworks like the Bank Secrecy Act, the USA Patriot Act, and various consumer protection laws is essential. Staying updated on changes in regulations is also necessary.

While I may not have direct experience preventing fraud, I can share how I effectively applied analytical thinking skills in my previous role to spot inconsistencies, leading to enhanced processes for spotting risky transactions in real-time.

To ensure accurate and timely reporting of suspicious activities, I would develop a routine process for reviewing daily reports thoroughly. Implementing checklists can help guarantee all details are captured, and I would liaise with pertinent teams regularly to ensure a collaborative approach to suspicious activities.

Teamwork in claims and fraud operations allows for diverse perspectives that can enhance problem-solving. Sharing knowledge and experiences can lead to improved compliance practices and increased efficiency, ultimately safeguarding our customers and the organization.

I stay updated on fraud trends and prevention techniques by regularly reviewing industry publications, attending workshops, and participating in professional associations focused on fraud management. Engaging with peers in the industry also contributes to staying informed on best practices.