Fraud Client Services Representative

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Job Description:
This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Weekly Work Schedule:

• Tuesday - Saturday (12:30 PM - 9:00 PM)

• Sunday - Thursday (12:30 PM - 9:00 PM)

Responsibilities:

• 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

Required Qualifications:

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our 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

• 1+ years of customer/client service experience, including experience handling difficult client situations

Desired Qualifications:

• 1+ years of experience in the banking/financial industry

• 2+ years of experience working in a client service capacity

Skills:

• 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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
2nd shift (United States of America)

Hours Per Week:
40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032)

Pay and benefits information

Pay range

$25.00 - $27.88 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.