Fraud Specialist I (on-site) - FT - Zebulon, Georgia
On-siteZebulon, Georgia, United States
Job Summary
Process inbound calls for fraud-related inquiries and make outbound calls to customers regarding disputes or fraud situations. Monitor and research transactions from fraud detection software, maintain awareness of emerging scam types, and document all fraud situations and conversations. Contact customers to verify transactions or inform them of possible breaches, while escalating new transaction patterns to the Team Lead for further research. Assist other bank personnel in debit card and fraud areas and provide backup support for digital delivery channels and the call center. Comply with all Federal and State banking laws, including the Bank Secrecy Act.
Required Qualifications
- High School Diploma or equivalent
- Extensive working knowledge of bank resources, the areas of expertise, and the Bank's policies and procedures
- Proficient knowledge of banking regulations, especially those regarding fraud, and disputes including card, ACH, check, and digital payments
- Able to make confident, sound decision regarding a transaction, while understanding the delicate balance between risk and customer service
- Demonstrates the ability to judge when to act independently and when to confer with Team Lead and Manager
- Proven adaptability for new technology and expertise in current information systems
- Strong working knowledge of common computer applications such as Microsoft Outlook, Word, and Excel
- Strong verbal communication skills that include the ability to listen intently, speak clearly, and explain complex issues simply and concisely, while engaging the customer or bank employee in pleasant conversation
- Strong written communication skills including the ability to write clearly and concisely while conveying a friendly, helpful demeanor. Grammar and spelling meet acceptable business writing standards
- Attention to detail and accuracy in both written paperwork and customer interactions
- Strong ability to multi-task and problem solve as needed
- Confident, self-motivated, and skilled in time management
Desired Qualifications
- Prefer 1-2 years customer service and/or banking experience
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