Senior Fraud Specialist (Remote Option)
Location: Phoenix, Arizona
Job Type: Not Specified
Discover. A brighter future.
Great News! You are eligible for a cash bonus!
Sign-on Bonus: up to $2K*
And… We offer 100% remote, combo, or on site- it’s your choice! You do need to live in Ohio, Utah, Arizona, or Delaware (and surrounding area), or Illinois.
And… After you join the team, Discover will provide eligible employees with a one-time allowance of $500 to cover the costs of setting up a home office and a monthly internet reimbursement of $60.
*Bonus is paid in the following increments within 30 days of the following milestones:
$500 following 60 days employed
$500 following 120 days employed
$1000 following 365 days employed
To receive the bonus, you must be employed with Discover at the time of payment. Stated bonus payouts are before taxes and deductions as applicable to you.
Class Start Date: September 2022
We’ve got you covered with a variety ofshifts for this position.
You’ll notice we post all jobs in EasternTime zone, but here’s what it means in your local time:
(DE/OH)Available START times: 8:00 AM - 4:30 PM EDT, 11:30 AM - 8:00PM EDT and 2:30 PM - 11:00PM EDT
(IL) Available START times: 7:00 AM - 3:30 PM CDT, 10:30 AM - 7:00 PM CDT and 1:30 AM to 10:00 PM CDT
(UT) Available START times: 6:00 AM - 2:30 PM MDT,, 9:30 AM - 6:00 PM MDT and 12:30 AM - 9:00 PM MDT
(AZ) Available START times: 5:00 AM - 1:30 PM MST, 8:30 AM - 5:00 PM MST and 11:30 AM - 8:00 PM MST
**This position only requires one Saturday per month from 8:00 AM - 4:30 PM EST.
Starting Wage: $18.00 per hour with shift differential opportunities.
Full Time Benefits
Our comprehensive benefits package starts day one and features insurance, financial planning support and excellent perks designed to help you reach your goals and live a rich, healthy life. These include:
Paid time off (at minimum, 20 personal days + 7 holidays per year)
Tuition Reimbursement for eligible US based employees
401K with company match and fixed contribution
Employee Stock Purchase Plan
Full service cafeteria featuring Starbucks and subsidized Mindful options
Access to fitness center
Opportunities to volunteer in the community
Development groups and training
On-site Health Clinics
Onsite Employee Assistance Program Counselors
Discover Care@Work Family Assistance Program (Discounted childcare at participating centers, free care.com membership, and subsidized Backup Care Services)
Perks at Work (access discounts from over 30,000 merchants, earning WOWPoints while you shop)
What You’ll Do
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.
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
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
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.