Senior Fraud & Claims Operations Representative

Responsibilities

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity
• Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim
• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed
• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Interact with fraud and claims functional area on a wide range of information as well as with external customers

• 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ year of fraud detection, claims, or financial operations experience
• 6+ months in fraud prevention or banking environments
• Knowledge of financial crime, fraud schemes, scams, and risk management principles
• Proficiency navigating multiple systems, applications, and search tools
• Strong analytical and problem-solving skills with attention to detail and accuracy; ability to meet production and quality standards
• Experience managing multiple priorities and caseloads within defined timelines in a results-driven environment
• Experience supporting team performance by helping peers prioritize work, meet deadlines, and achieve goals in a dynamic setting
• Universal Workstation experience
• Strong customer service skills, including listening, information gathering, and resolving complex customer issues
• Effective verbal, written, and interpersonal communication skills
• Ability to work independently and collaboratively within a team environment