Contact Center Fraud Representative - Onsite Hoover, AL
About The Position
At Regions, the Contact Center Fraud Representative responds to customer inquiries or complaints regarding fraud. The position handles fraud-related calls, works to resolve customer problems in line with company policies, coordinates resolutions with appropriate departments, and informs customers about standard procedures and outcomes. The work is performed under close supervision or clearly defined procedures. The position is based at the Riverchase Operations Center in Hoover, Alabama. Training is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. After training, the schedule is Monday through Friday in the office from 10:00 a.m. to 7:00 p.m. CST, with one weekday off (Tuesday, Wednesday, or Thursday) based on business needs, and every Saturday or Sunday from 10:00 a.m. to 7:00 p.m. CST working remotely. The role tracks time and is eligible for overtime for hours worked over 40 per week under the Fair Labor Standards Act. The position must be within a reasonable distance of Hoover, AL; relocation assistance is not provided. Exceptions to the location requirement may be made for current Regions associates who already work remotely. The target pay range lists a minimum of $36,127.49 and a median of $43,400.00. The position is not incentive eligible. Regions lists benefits including paid vacation and sick time, a 401(k) with company match, medical, dental, and vision benefits, disability benefits, a health savings account, flexible spending account, life insurance, parental leave, an employee assistance program, and an associate volunteer program. Benefits may be changed, amended, or terminated.
Requirements
- High school diploma or GED.
- Ability to accurately observe stable and scrolling on-screen text and images.
- Ability to detect verbal information and communicate verbally using a headset or speaker and microphone.
- Ability to operate a keyboard and mouse to type and make on-screen selections.
- Ability to work at a computer for extended periods.
- Ability to adhere to policies, procedures, and guidelines.
- Ability to multitask and work in a fast-paced environment.
- Problem-solving ability.
- Basic computer skills and ability to navigate various systems.
- Basic customer service skills.
- General knowledge of banking.
- General knowledge of fraud monitoring or the fraud claims process.
- Strong verbal and written communication and organizational skills.
- Time management skills.
Nice To Haves
- One year of customer service or related experience.
- Experience with financial crimes or fraud is highly preferred.
- Prior experience in a high-volume call center environment.
Responsibilities
- Answer customer calls related to fraud.
- Determine the best method to resolve problems while ensuring customer satisfaction and adherence to company policies.
- Coordinate problem resolution with appropriate departments.
- Inform customers about standard procedures or problem resolutions.
- Work under close supervision or according to clearly defined procedures.
Benefits
- Paid vacation and sick time.
- 401(k) with company match.
- Medical, dental, and vision benefits.
- Disability benefits.
- Health savings account.
- Flexible spending account.
- Life insurance.
- Parental leave.
- Employee assistance program.
- Associate volunteer program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
