Fraud and Claims Intake Specialist

Company: Home State Bank
Location: Crystal Lake
Posted on: June 1, 2025

Job Description:

Since 1915, Home State Bank's goal has been to create a better quality of life for our neighbors and to work together to build a better community. Today, that goal is still the cornerstone of our success. We believe that relationships with our customers are our most important assets and we strive to provide the best service possible every day. Home State Bank has a Fraud and Claims Intake Specialist opening in Crystal Lake, IL. The Fraud and Claims Intake Specialist provides support for customers and interdepartmental team members by answering general fraud questions, filing affidavits, disputes, and card claims, resolving fraud alerts, and appropriately restricts accounts to mitigate potential loss to customers and the bank. This position requires knowledge of fraud and scam patterns, familiarity with Regulation E, and provides exceptional service to customers. This position will be cross trained to back up other Deposit Operations roles in the event of an absence. This position requires working on Saturdays.
What you'll do:
- Maintain attention to detail to ensure the protection of Home State Bank customers by minimizing fraud loss while maintaining exceptional customer service.- Promptly partner on complex fraud incidents with the Deposit Operations team and other departments.- Initiate and oversee various claims/disputes and communicates status updates to customers.- Assist with reviewing and clearing fraud alerts from Mastercard, Fiserv, and other reporting tools by interviewing customers who call back on an alert investigation.- Access various reporting tools to identify risks and potential fraud, taking swift actions, such as disabling access devices, contacting customers, or escalating to management.- Promptly and appropriately log complaints and submit SAIR referrals.- Keep current on fraud trends and complies with all regulations as required by law.- Provide fraud insights for Deposit Operations as it relates to cross-channel fraud and assists with additional tasks or responsibilities as assigned by management.- Prepare disputes and claims package for investigations.- Review electronic banking logs to identify out-of-pattern activity.- Investigate notifications of potentially compromised cards.- Prepare correspondence for warranty claims to Originating Depository Financial Institutions (ODFIs) and Bank of First Deposit (BOFD).- Perform as a backup team member for Deposit Operations.- Assume other related duties as assigned.

Who you are: - You demonstrate the ability to communicate on the telephone with customers, at times the customer may be upset or emotional depending on the topic.
- You pay strong attention to detail and accuracy in processing customer and bank transactions.
- You have internal/external customer relations skills.- You possess excellent verbal and written communication skills to effectively interact with customers, team members, and management.- You have good organizational skills.- You have good computer and word processing skills.- You maintain knowledge of Reg E regulations and ability to meet outlined timeframes for compliance.- You're experienced in reviewing fraud alerts and identifying potential fraud patterns and trends is desirable.- You have a High School diploma or GED.- You have at two years in banking with experience accepting claims/disputes, preferred.The requirements listed above 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.
Who we are:
Northwest Herald "2024 McHenry County Top Workplace Reader Choice Awards"

• TOP Workplace: Financial Institution/Service
• TOP Workplace: Large Employer (over 100 employees)
• TOP Professional Services
• TOP Family-owned Business
• TOP Business-to-Business Company
• One of the Top Workplaces: Giving Back to the Community
  Daily Herald "2022 Best Places to Work in Illinois"
  • Ranked 10th for Medium Business (100-499 employees)
    Home State Bank offers competitive pay and a generous benefit package that starts the first of the month following hire:
    • Medical through BCBS - 2 PPO Plans and HMO
    • Dental PPO through BCBS
    • Vision insurance through BCBS Eyemed
    • $50,000 in Company Paid Life & ADD and long-term disability insurance
    • 401K after 90 days with company match of 3% after a year
    • Generous Time Off - 2 weeks paid vacation, 1-week Paid Leave for All Workers and 11 paid FDIC holidays, 1 floating holiday (personal) day
    • Tuition reimbursement - courses and books up to $6,000 annually per policy
    • Holiday Party at Boulder Ridge Country Club
      Working environment and conditions include:
      • Typical office environment with exposure to moderate noise levels.
      • The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        We are proud to be a diverse workforce that is representative, at all job levels, of the customers we serve. Home State Bank is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
        
        Compensation details: 15-22.19 Hourly Wage
        
        
        
        PI161b1fe8606c-37248-37711544

Keywords: Home State Bank, Oak Park , Fraud and Claims Intake Specialist, Other , Crystal Lake, Illinois