Customer Care Fraud Specialist

SUMMARY/OBJECTIVES
The Customer Care Fraud Specialist is responsible for supporting consumers with confirmed or suspected fraudulent activity. This specialist uses exemplary customer service skills to prevent client fraud losses, support clients who are victims of fraud, and to provide an outstanding client experience during sometimes stressful conditions.
ESSENTIAL FUNCTIONS
Reduce fraud losses while focused on customer experience and protection
Analyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud)
Receive inbound calls and make outbound calls related to potentially fraudulent activities
Reviews, identifies, and deters fraudulent activity
Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time
Comply with all regulatory reporting requirements
Meet productivity and call quality standards
Provide excellent customer service to internal and external customers
Follow dispute resolution and customer escalation processes consistently
Conduct account investigations and research to determine if further review is warranted
Conduct due diligence, evaluate the circumstances, and recommend appropriate risk-based actions for any cases of potential fraud; escalate as necessary.Collaborate with personnel from other departments when conducting investigations, as appropriate
Maintain knowledge of the bank’s products, services, customers and geographic locations, and the potential fraud risks associated with those activities.

• Other duties and responsibilities may be assigned, according to the needs of the Bank.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCIES
Strong research and problem resolution skills.
Strong knowledge of fraud related matters and typologies including but not limited to online banking fraud, ACH fraud, and Zelle fraud.
Exemplary interpersonal, customer service and communication skills to interact effectively with all levels of bank personnel and clients.
Must possess desire to assist clients with a variety of client service-related issues in a fast-paced, independent, telephone-based service environment with an emphasis on quality
Qualifications, Education, and Certification Requirements
Education : High school diploma required
Experience : Previous work experience in a fraud related field
Self-motivated, dependable, adaptable, and detail-oriented individual with strong analytical, writing, and organizational skills; Ability to write reports and business correspondence
Skilled at monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity
Strong understanding of bank operations including but not limited to navigating banking systems, understanding teller transactions and interpreting customer transactions
Strong computer skills (spreadsheet and word processing); knowledge of and ability to use internal bank systems a plus
Experience with Pindrop technology preferred
Certifications/Specific Knowledge : : Ability to interface with all business lines and legal entities and people of varying level, title, and knowledge; Excellent oral and written communication skills; Must be detail oriented and proficient with PC work, including Microsoft Outlook, Word, Excel, PowerPoint, and other varying software if/as needed; Knowledge of online banking fraud typologies required
TRAINING REQUIREMENTS/CLASSES
On-line required annual training and fraud prevention training as assigned by Management
PHYSICAL DEMANDS
Examples: Must be able to effectively access and interpret information on computer screens, documents, reports, and cash denominations, and identify customers. This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk. This position requires lifting boxes and coin on a daily basis. This position requires the ability to drive a company vehicle to and from other locations. This position may require bending and reaching.
WORK ENVIRONMENT
Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.