Fraud Protection Hotline Specialist- Bilingual

First Horizon•Maryville, TN

10d•Onsite

About The Position

First Horizon Bank Operations is seeking a dedicated and client-focused Fraud Protection Hotline Specialist to serve as the first point of contact for clients experiencing fraudulent activities. The goal is to protect client brand reputations while providing an exceptional and positive client experience throughout the fraud resolution process. This role is crucial in safeguarding client interests and enhancing their trust in our services. Associates fluent in Spanish may be eligible for a differential pay.

Requirements

High school diploma or equivalent
2+ years’ experience in customer service, call center, or fraud-related roles.
Strong interpersonal skills and the ability to build and maintain client relationships.
Problem solving ability, and client advocacy and/or voice of the client strategy experience.
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client.
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary client service.
Excellent problem-solving, analytical, and multitasking abilities.
Proficient in navigating multiple computer systems and handling complex data.
Ability to work efficiently in a fast-paced environment with a focus on accuracy and detail.

Nice To Haves

Fluent in Spanish (eligible for pay differential)

Responsibilities

Serve as the initial point of contact for clients reporting fraud, ensuring a high standard of professionalism and empathy.
Utilize effective relationship-building skills to engage with clients on both inbound and outbound calls, discussing potentially fraudulent activities.
Analyze account processes and transactions to detect undetected frauds and correlated activities.
Review and identify fraudulent activities, assessing client needs and recommending appropriate solutions when fraud is confirmed.
Efficiently navigate multiple systems during client interactions to gather necessary data and provide timely solutions.
Accurately record all data received during client engagements to maintain comprehensive case documentation.
Demonstrate strong problem-solving and analytical skills to provide resolutions promptly.
Communicate effectively to deliver resolutions while ensuring a positive client experience.
Proactively identify trends surrounding fraud to enhance detection and prevention strategies.
Appropriately escalate items requiring further review or analysis to relevant teams.
Identifies opportunities and provides feedback relating to continuous department improvement.
Achieve schedule adherence and compliance expectations to maintain operational efficiency in a fast-paced environment.
Maintains professionalism, sense of urgency, accountability, initiative, and a strong work ethic.
Communicates professionally and effectively with all levels of staff, and business partners, both written and verbally.