MB Financial Bank Deposit Operations Investigator - (T) 6111 N. River Rd in Rosemont, Illinois

Job Description:

Reference: NB16825


The Deposit Operations Claim Fraud Investigator will participate in the organization’s efforts of loss prevention to minimize exposure to fraud and loss. The incumbent will be responsible for reviewing customer disputes and performing research to identify erroneous claims filed. The individual will work with Fiserv and other third parties to obtain copies for enhanced due diligence related to customer claims.


These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically mentioned may also_ be assigned.

  • Assists with the workflow within the ATM/Card Servicing and ATM/Card Claim Fraud Department to ensure claims are entered into the tracking process and that the Reg E time frames are met.

  • Interviews employees and customers to gain further understanding of the dispute and to identify where the customer may have filed the report in error. Maintains Customer Service at the highest level.

  • Works with card partners to obtain additional information to challenge denied claims from the merchant or vendor.

  • Completes analysis of transactional account to identify trends, suspicious activity and limit the risk and reduce our Reg E exposure.

  • Investigates each claims assuring that all policies, procedures and regulatory are followed.

  • Completes and accurately documents steps taken through the investigation process following all requirements of Regulation E.

  • Detects potentially suspicious activity related to claim, filed claims history, account activity, transaction trends.

  • Works with manager and Financial Crimes to follow-up on ENFACT cases to ensure proper due diligence and reporting is performed to reduce bank loss and exposure to compliance and financial risk.

  • Provides recommendations to the front line related to customer retention with clear and detailed support for the recommendation.

  • Participates in the on-going development of the Bank’s dispute resolution strategy and programs for the purpose of protecting the customers and to minimize or eliminate the Bank’s losses.

  • Participates in the enforcement of loss prevention policies and procedures to reduce, minimize or eliminate fraud losses.

  • Enforces standards to preserve the quality, cost, and timeliness of fraud prevention.

  • Coordinates efforts with banking centers, customers, and other financial institutions to minimize or prevent losses.

  • Maintains working knowledge of Bank’s Security policies and procedures and regulatory issues.

  • Understands and complies with all Bank policies and procedures, and federal and state laws and regulations pertinent to this position; stays informed and shares updates on changes with management. Required to successfully complete all required Compliance training.

  • Continuously supports the Bank’s Mission Statement and Core Values.

Supervisory Responsibilities_

This position has no direct or indirect supervisory responsibilities.


_The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**_Education and Work Experience


Minimum Required:

Associate's degree or equivalent from a two-year college or technical school; or one to three years banking experience and/or training; or equivalent combination of education and experience.

Ability to identify suspicious activity or fraudulent activity and investigate further or escalate appropriately is required. Ability to multi-task and proven track record of working independently are required.

Desired Education/Experience:

Bachelor’s degree from four-year College or university; and more than two years of experience with specific emphasis on investigation. Detailed knowledge of Regulation E.



Certificates and Licenses**

No Certifications needed.

**_Job –Specific Knowledge


  • Branch Transactions Management -Knowledge of cash handling, teller transactions, cash organization, asset protection, cash dispenser and balancing. Knowledge of branch operational procedures, policies and norms.**

  • Customer Service -Highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.

  • Risk/Compliance - Knowledge of one or more of the following: Auditing, System Auditing, Fraud Prevention, Risk Management, Compliance Administration. This includes knowledge of all applicable local and federal laws and regulations.



_To perform the job successfully, an individual should demonstrate the following competencies.

Technical Skills**

  • Fluentuser of Windows applications and Microsoft Office programs such as Word, Excel and Outlook.

  • Accurately inputs information into and retrieves from the computer.

  • Thorough knowledge of software applications applicable to position/business unit.

  • Quickly learns and achieves proficiency in new software applications as needed.

  • Acts as subject matter expert and provides training, troubleshooting and other support for software applications managed by business unit (i.e. Fiserv core system, Fiserv Card Management System, Dispute Tracking System).

Analytical Skills_

  • Identifies and resolves problems.

  • Demonstrates attention to detail

  • Strong aptitude for understanding and analyzing large amounts of data from multiple sources.

  • Develops insightful, value-added and actionable analyses with detailed explanations regarding drivers of those results.

Communication Skills**

  • Writes clearly and informatively. Edits work for spelling and grammar.

  • Utilizes variety of interpersonal styles and communication methods to effectively adapt to new work structures, processes, or cultures.

Time Management Skills__**

  • Demonstrates follow-up skills.

  • Provides timely and professional support to all internal/external customers and vendors.


  • Self-motivated. Works with minimal supervision.

  • Team-oriented.

  • Consults with Team members and management as needed to complete assigned responsibilities.


_The physical demands and work environment characteristics 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.



_Physical Demands

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; and to talk or hear.

  • The employee is occasionally required to stand; walk.

  • Sits for majority of time.

  • Must be able to occasionally lift / carry 20 pounds.

  • Spends most of day on phone

_Work Space

  • Office / cubicle work space with moderate noise level.

_Stress Levels

  • Stress levels may increase due to seasonality and/or special projects.

_Hours of Work

  • Normal business hours with overtime as needed.

MB Financial is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.**

As a part of the MB Financial hiring process all applicants will be required to submit to and pass a pre-employment urine drug screening.**