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.

Responsibilities:

Identifies client needs and recommends solutions when fraud has been identified
Must be able to speak Spanish fluently and pass a Bilingual Spanish assessment
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

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