ID Theft Claims Specialist

U.S. Bank•Gresham, OR

4d•$23 - $30•Hybrid

About The Position

The ID Theft Claims Specialist provides case support, investigation, disposition, and/or recovery for unauthorized, disputed, or erroneous account activity. The role may require contacting complainants to obtain information and 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 managing cases with varying deadlines to meet SLAs, maintaining accuracy and attention to detail, retaining knowledge to support other areas as needed, and ensuring compliance with federal regulations and network rules. The role 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.
Strong organizational skills and ability to self-manage cases with varying deadlines.
High level of accuracy and attention to detail.
Strong customer skills and commitment to high-quality customer service.
Ability to work well with external and internal customers.
Good time management skills to maximize production and execution of tasks in a fast-paced environment.
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.

Nice To Haves

Knowledge of products, services, terminology, procedures, and systems related to the assigned area, as well as applicable laws and regulatory requirements.
Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise-wide.

Responsibilities

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

Benefits

Healthcare coverage, including medical, dental, and vision.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
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, 401(k) contribution, and pension, subject to eligibility requirements.