As a Fraud Specialist in our dynamic, rapid-paced, customer and colleague-centric environment, you will provide best-in-class, customer-obsessed service through phone and chat, supporting customers towards their financial needs. You will perform fraud-specific duties, identify and investigate fraud-related issues, and contribute to fraud prevention and detection results. This role offers the opportunity to think critically, exercise independent judgement, and actively engage with each customer experience, providing appropriate solutions and managing expectations. Job ResponsibilitiesPerform fraud-specific duties that include, but not limited to: Reviewing and deciding on onboarding customers as a result of an exception and transaction exceptions, reaching out to customers as necessary. Identifying and investigating fraud-related issues reported by customers and cases for recovery opportunities, not limited to resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments. Reviewing security information and account activity with the callers, identifying the type of fraud and setting accounts up for investigation. Identifying fraud trends, procedure and strategy opportunities that will improve fraud prevention, detection results and customer satisfaction. As needed, a fraud specialist may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions Minimizing and preventing losses resulting from high risk and fraudulent monetary and non-monetary transactions. Ensuring that regulatory, legal, bank and audit requirements are met Identify, capture, and resolve complaints from customers within the agreed service levelsRequired Qualifications, Capabilities and Skills Engaging actively and taking ownership of each customer experience, effectively managing expectations and providing appropriate solutions Ability to think critically, exercise independent judgement abide by all applicable regulatory and department practices and procedures Must be willing to work in rotating schedules and shifts Must be willing to work in an environment that supports customers on both phone, chat, and back-office. Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 2 years financial services under Fraud operations background Knowledgeable on Windows Operating Systems and Microsoft Office Tools Preferred Qualifications, Capabilities and Skills Experience handling United Kingdom clients/customers is a huge plus Proactive and tireless in pursuing changes that will benefit customers, colleagues or both Expertise with multiple browsers, multiple tabs, window navigation and instant messenger tools Possesses a business owner mindset and applies the same in the role This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.
