Fraud Specialist

** ROLE IS FULLY ON SITE - PLEASE ONLY APPLY IF YOU LIVE IN SAN ANTONIO, TX*
* Description

Our client is seeking support with bringing on Fraud Service Specialists. These are 12 month contract to hire opportunities. These roles require prior experience working in fraud, banking and/or related customer support roles. These roles will be FULLY ON SITE.

This team is responsible for intaking escalated inquiries from members where fraud is likely to have occurred on their accounts. These can be very difficult conversations as members have been victims of fraud. We need people who can display empathy and help ease the situation.

Receive and process real time solutions to members, non-members, and internal employee case inquiries. Inquiries could include but not be limited to claim status, transaction inquiries and notify members via all communication channels; including inbound/outbound phone calls, electronic and written communication.

High level comprehension of phone etiquette standards and member interview techniques.

Communicate sensitive information clearly and effectively; educating and assuring callers on a complete process and resolution.

Process and/or research inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques.

Display ownership, accountability, and analytical real time decision-making that directly impacts member interactions and accounts.

Apply critical thinking to identify, research, and correct account discrepancies, errors, and possible fraud trends.

Access multiple reporting tools to complete, review, and update account records; ensuring and maintaining data integrity.

Dedication to developing strong relationships with co-workers, management and other departments.

Skills

Fraud, Customer service, Banking, Customer support, fraud prevention

Top Skills Details

Fraud,Customer service,Banking

Additional

Skills & Qualifications

Excellent communication skills

Ability to handle tough situations and offer empathy

Top 3 skill sets

 Call control, multitasking-different systems (debit card, check fraud)

 Empathy - handling emotional calls (romance scams, embarrassed, scared, panicky)

 Communication skills, patience - being able to navigate situations

Minimum experience requirements

 Experience working with fraud vs. contact center

 2+ years of experience with either

Culture of this team

 Willing to support one another, pushing morale, sharing ownership

Production measured?

o Avg day - 15-20 calls per day but each call can last 15-30 minutes and be very demanding

o Success profile? - Great at managing escalations, had strong communication skills.

o Strong communication skills, can manage conversations well. can handle pressure

Experience Level

Entry Level

Job Type & Location

This is a Contract to Hire position based out of Live Oak, TX.

Pay and Benefits

The pay range for this position is $20.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision
- Critical Illness, Accident, and Hospital - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability
- Health Spending Account (HSA) - Transportation benefits
-…