Contact Center Fraud Representative - Onsite Hoover, AL
About The Position
The Contact Center Fraud Representative responds to customer inquiries and complaints related to fraud. The role handles fraud-related calls, determines appropriate resolutions, coordinates with relevant departments, and explains standard procedures or problem resolutions to customers. Work is performed under close supervision or clearly defined procedures. The position is based near the Riverchase Operations Center in Hoover, Alabama, with specified onsite and remote workdays. It requires tracking work time and is eligible for overtime for hours worked over 40 per week under the Fair Labor Standards Act. The position is not incentive eligible. Regions does not provide relocation assistance.
Requirements
- High school diploma or GED.
- Ability to accurately observe stable and scrolling on-screen text and images.
- Ability to accurately 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.
- Ability to solve problems.
- 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 fraud-related calls from customers.
- Determine the best method to resolve problems while ensuring customer satisfaction and adherence to company policies.
- Coordinate problem resolution with appropriate departments.
- Inform customers of standard procedures or problem resolutions.
Benefits
- Paid vacation and sick time
- 401(k) with company match
- Medical benefits
- Dental benefits
- 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
