Fraud Client Services Representative

Job Overview

This position is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. The role requires accuracy, logical thinking, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.

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

• 1+ years of customer/client service experience, including experience 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 analyze/resolve complex client problems through creative solutions.
• 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 what questions a client will have, actively share information using plain language, build rapport and handle objections.
• Comfortable receiving 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 platforms.

• 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.

Shift: 2nd shift (United States of America) – 40 hours per week.

Internal employees currently working from home are still eligible to apply; however, if selected, the role may require onsite work in accordance with the workplace excellence policy.