Under supervision of the Fraud Team Lead, the Fraud Specialist is responsible for independently assessing and processing fraud related calls to deliver a seamless card dispute experience that deepens and strengthens customer relationships. These calls require initiative, accuracy, and sound judgement. It is imperative that the agent employ effective communication skills in all their interactions with customers and fellow bank employees. Position works closely with Call Center and Digital Banking. The hours for this position are 9:00am - 5:30pm and requires rotating weekends.
Process inbound calls for fraud related inquiries.
Make outbound calls to customers who have requested assistance with a dispute or fraud situation.
Make follow-up calls regarding disputes and other fraud related issues as needed.
Maintain awareness of ongoing trends with debit/credit card transactions and escalate new patterns to Team Lead for further research.
Monitor and research transactions from fraud detection software. Works closely with Call Center Fraud Review Team.
Contact customers as needed to verify transactions, inform of possible breach, etc.
Assists other bank personnel in the areas of debit cards and fraud.
Cross-trained in Call Center and Digital Banking duties.
Provide backup support for digital delivery channels.
Provide backup support to the call center.
Position will be required to comply with all Federal and State banking laws and related regulations, to include but not limited to the Bank Secrecy Act.
Perform other duties as assigned.
High School Diploma or equivalent.
Prefer 1-2 years customer service and/or banking experience.
Extensive working knowledge of bank resources, the areas of expertise, and the Bank's policies and procedures.
Proficient knowledge of banking regulations, especially those regarding debit and credit card disputes.
Able to make confident, sound decision regarding a transaction, while understanding the delicate balance between risk and customer service.
Demonstrates the ability to judge when to act independently and when to confer with Team Lead and Manager.
Proven adaptability for new technology and expertise in current information systems.
Strong working knowledge of common computer applications such as Microsoft Outlook, Word, and Excel.
Strong verbal communication skills that include the ability to listen intently, speak clearly, and explain complex issues simply and concisely, while engaging the customer or bank employee in pleasant conversation.
Strong written communication skills including the ability to write clearly and concisely while conveying a friendly, helpful demeanor. Grammar and spelling meet acceptable business writing standards.
Attention to detail and accuracy in both written paperwork and customer interactions.
Strong ability to multi-task and problem solve as needed.
Demonstrate a positive, respectful attitude and the ability to work harmoniously with other employees.
Confident, self-motivated, and skilled in time management.