• Resolves complex cardmember inquiries regarding a fraud or security related concern. Some examples include: verifying flagged transactions, caller authentication, reporting an account as fraud, etc.

• Takes incoming calls and referrals from other departments, and may make outbound calls at times.

• Performs research on customer fraud claims to validate claims, including applicable questioning to determine correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining balance.

• Performs in depth account review and probes for facts.

• Searches and identifies best solution for customer.

• Partners with customer to determine whether to status fraud ornon-fraud.

• Utilizes excellence customer service skills on all inbound calls received.

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How You’ll Do It

• Answers inbound customer calls reporting fraud which can include identity theft, blocked debit cards & Zelle, frozen accounts, check holds, document review and updates. Completes necessary fraud verification, including caller authentication, transaction verification, etc. utilizing excellent customer service skills. In specifically assigned roles also responsible for handling Spanish calls and translation calls for investigations

• Collects necessary information and completes a fraud report when the customer confirms unauthorized account activity. Determines fraud type based on conversation with account holder and in certain instances fraud claim liability.

• Ensures proper follow-up or escalation of account based on call outcome.

• Makes outbound calls to verify account activity with the customer.

• Documents all investigative activities.

• On specific teams, provides overflow support for pre-booking department application review calls.

Qualifications You’ll Need

The Basics

• Strong verbal communication and problem-solving skills

• Ability to multi-task, as needed, to get the job done

Bonus PointsIf You Have

• High school diplomaor GED

• 1+ years of experience infraud,customerservice, or related

• A quiet workspace (no background noises that can hinder customer interactions)

• Internet service with a minimum speed of 5mbps

• Personal smartphone or a tablet

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