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This role is an Fraud Operations Lead working in our Fraud Operations Call Center this role is responsible for taking calls from customers and collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner. This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s).
This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May perform other such duties as assigned including trouble shooting operational issues. May participate in projects requiring coordination with other teams. Manage competing priorities in an accurate and timely manner. Utilize department specific system applications.
Regular direct interaction with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.
Solid ability to multi-task
Solid customer service skills
Proficiency in PC skills and MS Office
Solid analytical skills
Solid knowledge of department computer applications and systems
Solid written and verbal communication
Capacity to work independently
2+ years, Experience in analysis, financial services industry or business line experience a plus
Associate Degree Preferred
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