Handles more complex and/or escalated customer situations regarding possible fraudulent account activity. The incumbent may complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Decisions are made based on judgment and research, extensive job experience, and following established procedures and guidelines, while leveraging multiple systems/tools. The incumbent will decision accounts under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency. Delivers practical, innovative solutions to customers/clients while focusing on retention and re-establishing customer's confidence. Responsible for coaching and assisting associates with moderately complex research and analysis of account activity to assess levels of risk and fraud type. Provides testing of new procedures & systems. Typically reports to Fraud Detection/Prevention Supervisor.
1 or more years of fraud experience or analytical experience
Proven attention to detail
Strong communication skills
Ability to assist in complex situations in a professional manner
Ability to perform basic online research
Experience with Microsoft Windows and ability to navigate between multiple active windows.
Ability to use sound judgment to make independent decisions
Proven problem solving and follow-up experience
Ability to work well with peers
Previous banking experience
Previous call center experience
**Work Schedule: Sunday 11:30 am - 8 pm, Monday - Thursday 1:30 pm - 10 pm
2nd shift (United States of America)
Hours Per Week: