Fraud Center Representative

About the role

A Customer Fraud Representative is responsible for answering incoming bank calls from customers and branches and providing customer assistance with fraud-related issues. Representatives will perform an immediate assessment of each customer situation, and follow prescribed steps to protect and prevent further fraud.

Responsibilities

• Answer calls and online conversations from customers and branches regarding potential fraud-related transactions to customer accounts
• Contact customers identified with potential unauthorized account activity
• As a result of the customer's response, determine additional steps needed
• Complete Fraud Intake forms, documenting customer concerns and experiences
• Assess all customer access points to ensure there is no other, as yet unidentified, fraud
• Determine and complete next steps, up to and including, where appropriate:
  • Completion of Regulation E Dispute Form
  • Close and order new card as needed
  • Revoke or reissue credentials or access to systems such as online banking, bill pay, mobile deposit, external transfer access, and Zelle
  • Where appropriate, complete first steps to request refunds, etc.
• Issue completed Fraud Intake form to the Fraud Analysis team for further research
• Document information and details from each call in Synapsis, VISA Risk, as well as other relevant channels
• Perform follow up with customers or branches as needed and requested by Team Lead, Fraud Analysts, or Supervisors
• Provide general assistance and technical support to customers and branches, adhering to bank policy and maintaining professionalism and exemplary customer service skills, at all times
• Use independent thought and judgement to assist supervisor and fraud team in identifying fraud patterns to reduce fraud
• Maintain proficient knowledge of, and demonstrate on-going compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all training requirements in a timely manner

Qualifications

Education, Training and Requirements:

• High School diploma or equivalent required
• Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience preferred
• All applicants must be 18 years of age or older

Skills

• Proficient PC skills including typing
• Proven experience with email software and the Internet
• Excellent communication and customer service skills mandatory
• Proficient in letter writing using business letter skills
• Applicants must be detail oriented and highly organized
• Ability to maintain composure and professionalism a must

Experience

• At least one year of Call Center or customer service experience in a fast-paced environment required
• Banking experience preferred
• Working knowledge of CBNA products/services preferred

Schedule

40 hours/week (Monday-Friday 8:00-6:00)

Pay

Minimum USD $19.00/Hr. Maximum USD $25.60/Hr.

Benefits

• 11 paid holidays
• Paid vacation
• Medical, Vision & Dental insurance
• 401K with generous match
• Pension
• Tuition Reimbursement
• Banking discounts