Fraud Client Services Representative - 2nd Shift

Job Overview

Responsible for resolving multi‑product fraud related client requests through inbound calls, chats, or emails in a contact center. Requires accuracy, logic, multitasking, system toggling, and effective communication to deliver a great client experience.

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

• 1+ years of customer/client service experience, including handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and resolve complex problems creatively
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team‑player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients, begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections
• Comfortable with ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

High School Diploma / GED / Secondary School or equivalent

Internal employees currently working from home are still eligible to apply. If selected, you may be required to work onsite in accordance with the workplace excellence policy.

Training

Schedule:

Monday - Friday (12:00 pm‑8:30 pm ET)

Work Schedule:

Tuesday - Saturday (3:30 pm‑12:00 am ET)

Shift: 2nd shift (United States of America)
Hours Per Week: 40