ID Theft Claims Specialist

U.S. Bank•Tempe, AZ

2d•Hybrid

About The Position

Responsible for case support, investigation, disposition, and/or recovery scenarios involving unauthorized, disputed, or erroneous account activity. The role may include calling complainants to request information or provide updates, conducting analytical research and four-wall investigations, validating information, sending customer-facing communications, and recovering funds through merchants and other financial institutions. The position requires accuracy, attention to detail, the ability to retain knowledge and assist other areas, and the ability to manage cases with varying deadlines to meet SLAs. The role ensures compliance with federal regulations and network rules. The position requires working from one of the posted U.S. Bank locations three or more days per week.

Requirements

High school diploma or equivalent.
Four to five years or more of operations services related work experience.
Knowledge of products, services, terminology, procedures, and systems related to the assigned area, as well as applicable laws and regulatory requirements.
Commitment to high-quality customer service and ability to work well with external and internal customers.
Good time management skills to maximize production and task execution in a fast-paced environment.
Understanding of internal Operations Services and enterprise-wide policies and procedures.
Ability to identify, analyze, and resolve exceptions through data interpretation.
Strong PC skills.
Good verbal and written communication skills.
Ability to work from one of the posted U.S. Bank locations three or more days per week.

Responsibilities

Support cases involving unauthorized, disputed, or erroneous account activity.
Investigate cases and determine dispositions and recovery scenarios.
Call complainants for additional information and provide updates.
Conduct analytical research, four-wall investigations, and validations.
Send customer-facing communications.
Recover funds through merchants and other financial institutions.
Manage cases with varying deadlines to meet SLAs.
Ensure compliance with federal regulations and network rules.
Retain knowledge and assist other areas as necessary.

Benefits

Healthcare, including medical, dental, and vision coverage.
Basic term and optional term life insurance.
Short-term and long-term disability insurance.
Pregnancy disability and parental leave.
401(k) and employer-funded retirement plan.
Paid vacation, from two to five weeks depending on salary grade and tenure.
Up to 11 paid holiday opportunities.
Adoption assistance.
Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase.
Pension, subject to eligibility requirements.