Credit Card Theft Investigator

Responsibilities

• Independently handles complex identity theft cases, primarily related to credit cards
• Reviews and analyzes customer intake and case information
• Conducts in-depth investigations
• Determines appropriate case direction or resolution
• Works closely with investigators, caseworkers, and leadership to ensure cases are thoroughly developed, accurately documented, and ready to move forward
• Supports quality and consistency across the investigation process

• 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 assigned area, as well as applicable laws and regulatory requirements
• Proven 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
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills.

• Case Analysis
• Investigation Techniques
• Regulatory Compliance Knowledge
• Data Interpretation
• Time Management

• Customer Relationship Management
• Team Collaboration
• Problem Solving