Customer Support Specialist - BankCard Fraud

Commerce Bank•Kansas City, MO

5d•$19 - $22•Hybrid

About The Position

This Commerce Bank Fraud Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes. The Fraud Specialist serves on the frontline of our Fraud Team and provides critical assistance to our valued customers in times of need 24 hours/day. If you want to help fight fraud and be a crucial resource for our customers, this is the team for you!

Requirements

Intermediate knowledge of the fraud industry, including best practices
Intermediate Knowledge of federal regulations related to fraud
Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rule
Ability to maintain professionalism with customers during difficult situations while maintaining a high degree of confidentiality
Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Intermediate level proficiency with Microsoft Office software, including Outlook, Word, and Teams
Associate degree in Business Administration or related field or equivalent experience required
1+ years banking and/or fraud experience required

Nice To Haves

Chargeback experience preferred

Responsibilities

Receive incoming customer calls with questions about account debit cards, credit cards, and corporate cards
Complete intake for Reg E and Reg Z dispute and fraud cases for all card products
Review account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations
Provide excellent customer service to both internal and external customers while meeting regulatory, production and quality standards
Perform security-related functions for consumer debit and prepaid, consumer credit, , Revolving Line of Credit (RLOC), and commercial cards, including: restricting accounts, gathering support documentation, and closing/reissuing accounts
Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and/or online websites utilizing multiple systems
Monitor and process fraud detection queues and visa consumer authentication services
Monitor account activity and place outbound calls when appropriate
Monitor product changes to ensure any system issues that require further research and account maintenance are resolved in a timely manner
Review and perform maintenance on daily spend increases
Process card maintenance duties, including: address changes, credit bureau updates, expiration dates, and building card holder records.
Provide further research id card activity or account is not working properly, such as declined authorizations
Maintain the multiple application credit card functionality
Perform other duties as assigned