Handles more complex and/or escalated customer situations regarding possible fraudulent account activity. The incumbent may complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes. The incumbent may perform functions related to research and resolution of fraudulent activity and service support. Decisions are made based on judgment and research, extensive job experience, and following established procedures and guidelines, while leveraging multiple systems/tools. The incumbent will decision accounts under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency. Delivers practical, innovative solutions to customers/clients while focusing on retention and re-establishing customers confidence. Responsible for coaching and assisting associates with moderately complex research and analysis of account activity to assess levels of risk and fraud type. Provides testing of new procedures & systems. Typically reports to Fraud Detection/Prevention Supervisor.
∙Completing moderate to complex research and analysis of account activity to assess levels of risk and fraud type
∙Taking appropriate action through customer inbound and outbound phone / email contact to resolve inquiries in a multi-faceted, fast paced and dynamic area while incorporating our Commitments
∙Provides review and analysis following established procedures and guidelines and research utilizing multiple systems and tools
2nd; Tues-Sat 1:00PM-9:30PM
Shift:2nd shift (United States of America)
Hours Per Week:40
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