Fraud Hotline- Lead Specialist

Location:

For Those Who Work At Home - Various, Ohio 44145

Training: 8:00 a.m. - 4:30 p.m. EST Monday - Friday.

Hours: The hours for the opportunity will vary depending on the shifts available. A majority of shifts will begin at 10:30am and go until 7:00pm, 11:45am and go until 8:15pm and 12:30pm and go until 9:00pm. A few select shifts will have earlier start times. Please note all shifts are listed in eastern time. Some shifts will require working Saturday and Sunday, others may require work on Saturday and others will be Monday- Friday.

Job Brief:

The Fraud Hotline is the central unit to receive inbound retail fraud calls and create alerts for review within the Fraud Department. The Specialists are the liaison between Lines of Business and the Client to ensure the necessary actions are taken to prevent additional fraudulent activity as well as the initiating and accurately documenting of all claims/alerts. This position will work closely with various departments under the fraud umbrella and report directly to the Dept. Manager, Operations or Section Manager. A Team Lead will oversee the day to day activities and operations.

Essential Job Function:

The Fraud Hotline Specialists provide support for Corporate and Retail Clients and Financial Crime Investigators in a call center environment. In accordance with departmental procedures and in compliance with Federal Regulations, the specialist assumes a high level of responsibility in taking proactive steps to prevent loss by blocking accounts and forwarding fraud information to the appropriate parties. The Specialist will perform a variety of tasks associated with identifying suspected fraud, and potential fraud related transactions, including performing detailed examinations on account relationships and transaction activity in an effort to detect fraudulent activity, communicating, educating and supporting both internal and external clients throughout the fraud process.

Some of the daily responsibilities include:

• Completing Keyform's to return unauthorized item.
• Other specialized tasks and projects when required from leadership.
• Receiving calls from KeyCenter personnel, Financial Crime Investigators, Internal Departments, as well as Clients and external financial institutions.
• Placing security holds.
• Provide clients with appropriate and timely support and information related to their claim.
• Setting up passcodes on profiles for clients when needed.
• Reviewing account activity.
• Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups.

Required Qualifications:

• Exceptional attention to detail.
• Excellent customer service skills
• Excellent written and verbal communication skills.
• High School Diploma or GED equivalent.
• 1-3 years in customer service, branch, call center, risk analysis, and/or bank operations
• Ability to meet production goals.
• Ability to work with minimal supervision in decision making.
• Ability to multi-task.

Preferred Qualifications

• Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
• Analytical, research and problem resolution skills
• Comfortable navigating multiple computer systems and applications
• Intermediate understanding of banking policies, procedures, government regulations
• Proficient in Microsoft Office applications
• Open minded and adaptable to new ideas in a changing environment
• Ability to work under pressure and meet deadlines
• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently

Compensation And Benefits

The pay rate for this opportunity will be $21-$22 per hour.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].