Customer Support Specialist - BankCard Fraud
About the role
This Commerce Bank Fraud Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes. The Fraud Specialist serves on the frontline of our Fraud Team and provides critical assistance to our valued customers in times of need 24 hours/day.
Responsibilities
- Receive incoming customer calls with questions about account debit cards, credit cards, and corporate cards
- Complete intake for Reg E and Reg Z dispute and fraud cases for all card products
- Review account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations
- Provide excellent customer service to both internal and external customers while meeting regulatory, production and quality standards
- Perform security-related functions for consumer debit and prepaid, consumer credit, Revolving Line of Credit (RLOC), and commercial cards, including: restricting accounts, gathering support documentation, and closing/reissuing accounts
- Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and/or online websites utilizing multiple systems
- Monitor and process fraud detection queues and visa consumer authentication services
- Monitor account activity and place outbound calls when appropriate
- Maintain the multiple application credit card functionality
- Provide further research id card activity or account is not working properly, such as declined authorizations
- Maintain professionalism with customers during difficult situations while maintaining a high degree of confidentiality
Requirements
- Intermediate knowledge of the fraud industry, including best practices
- Intermediate Knowledge of federal regulations related to fraud
- Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rules
- Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
- Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
- Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
- Intermediate level proficiency with Microsoft Office software, including Outlook, Word, and Teams
Qualifications
- Associate degree in Business Administration or related field or equivalent experience required
- 1+ years banking and/or fraud experience required
- Chargeback experience preferred
Skills
- Intermediate knowledge of the fraud industry, including best practices
- Intermediate Knowledge of federal regulations related to fraud
- Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rules
- Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
- Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
- Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
- Intermediate level proficiency with Microsoft Office software, including Outlook, Word, and Teams
Benefits
Compensation Range: Hourly: $19.00 - $21.90 (Amount based on relevant experience, skills, and competencies.)
At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $19.00 - $21.90 per hour.
The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits. Click here to learn more.
Pay
Compensation Range: Hourly: $19.00 - $21.90 (Amount based on relevant experience, skills, and competencies.)
A reasonable estimate of the current base pay is $19.00 - $21.90 per hour.
Schedule
Full time