Vacancy expired!
- 1+ year of experience in one or a combination of the following: customer service, financial services, fraud, or investigations obtained through work or military experience; or an AA/AS degree or higher
- Balances exceptional customer service with strong investigative research while working with internal and external customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts.
- Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research.
- May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim.
- Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity.
- Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types.
- Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications.
- May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assigning loss accountability.
- May participate in special projects.
- Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Outstanding problem solving and decision making skills
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- 6+ months of call center experience
- Excellent verbal, written, and interpersonal communication skills
- Call center customer service experience in the financial services industry
- Ability to perform in a fast-paced and high pressure phone queue environment
- Good PC skills with the aptitude to learn new systems quickly
- Bilingual speaking proficiency in Spanish/English
- Check negotiability experience
- Basic Microsoft Office (Word, Excel, and Outlook) skills
Vacancy expired!