Fraud Hotline Agent
About The Position
The Fraud Hotline is the central unit to receive inbound retail fraud calls and create alerts for review within the Fraud Department. The Specialists are the liaison between Lines of Business and the Client to ensure the necessary actions are taken to prevent additional fraudulent activity as well as the initiating and accurately documenting of all claims/alerts. This position will work closely with various departments under the fraud umbrella and report directly to the Dept. Manager, Operations or Section Manager. A Team Lead will oversee the day-to-day activities and operations.
Requirements
- High School Diploma or GED equivalent
- Minimum 1 year experience in banking, branch operations, fraud analysis or call center functions
- Strong ability to meet production goals and manage multiple tasks efficiently
- Ability to work independently and make decisions with minimal supervision
- Excellent written and verbal communication skills
- Exceptional attention to detail
- Outstanding customer service abilities
Responsibilities
- Receive inbound calls regarding retail fraud from internal teams, clients, and external institutions.
- Act as the main liaison between various business lines and clients to facilitate fraud prevention.
- Review account activity, place security holds, and set up passcodes as necessary.
- Create, document, and escalate fraud alerts, and build case files for investigation.
- Provide timely information to clients regarding their claims.
- Collaborate with different departments within the fraud division.
- Complete forms to return unauthorized items and perform other tasks or special projects as needed.
- Other duties assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
