Job Description
The Fraud Intake Specialist is responsible for delivering superior customer service to internal and external customers for matters related to fraud by responding to Fraud emails, Fraud Hotline calls and other assigned queues. This also includes taking Check, Debit Card, ACH, Wire, and other lines of business claims that Fraud is responsible to manage. The incumbent will follow all policies, procedures, and scripts to build rapport, positively identify Customers, ask appropriate questions, obtain appropriate documentation and information, identify solutions, and issue resolutions at the first touch. This includes performing and completing account maintenance activities, completing customer disputes, and responding to general inquiries.
This position requires the incumbent to act as a customer advocate by taking ownership of the issue and follow through to exceed customer expectations. The incumbent should be analyzing information from the customer or internal department to ensure that matter is assigned to the appropriate Associate with the Fraud Team for investigation. The incumbent will adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team. This position will achieve all individual and assist in Team fraud mitigation and adherence goals while maintaining all required documentation and tracking logs. The incumbent will perform fraud mitigation and inquiries using a variety of system networks to provide Customer Service to both internal and external Customers while maintaining a strict code of confidentiality regarding Bank and Customer information.
Job Responsibilities:
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