Fraud Specialist

TEKsystems•Universal City, TX

3d•$20 - $22•Onsite

About The Position

Our client is seeking support with bringing on Fraud Service Specialists. These are 12 month contract to hire opportunities. These roles require prior experience working in fraud, banking and/or related customer support roles. These roles will be FULLY ON SITE. This team is responsible for intaking escalated inquiries from members where fraud is likely to have occurred on their accounts. These can be very difficult conversations as members have been victims of fraud. We need people who can display empathy and help ease the situation.

Requirements

Experience working with fraud vs. contact center
2+ years of experience with either
Excellent communication skills
Ability to handle tough situations and offer empathy
Call control, multitasking-different systems (debit card, check fraud)
Empathy – handling emotional calls (romance scams, embarrassed, scared, panicky)
Communication skills, patience – being able to navigate situations
Can manage conversations well.
Can handle pressure

Nice To Haves

Prior experience working in fraud, banking and/or related customer support roles.

Responsibilities

Receive and process real time solutions to members, non-members, and internal employee case inquiries. Inquiries could include but not be limited to claim status, transaction inquiries and notify members via all communication channels; including inbound/outbound phone calls, electronic and written communication.
High level comprehension of phone etiquette standards and member interview techniques.
Communicate sensitive information clearly and effectively; educating and assuring callers on a complete process and resolution.
Process and/or research inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques.
Display ownership, accountability, and analytical real time decision-making that directly impacts member interactions and accounts.
Apply critical thinking to identify, research, and correct account discrepancies, errors, and possible fraud trends.
Access multiple reporting tools to complete, review, and update account records; ensuring and maintaining data integrity.
Dedication to developing strong relationships with co-workers, management and other departments.