Senior Fraud & Claims Operations Representative

Proactively identify opportunities to improve customer experience and mitigate risks through effective authentication to detect and prevent fraudulent activity. Perform complex customer support tasks using solid communication skills to establish rapport, deescalate difficult situations, and resolve claims by researching sensitive information. Oversee multiple claim types, take appropriate action to decide cases using multiple systems, and contact third parties for research as needed. Support team performance by identifying gaps in bank processes, procedures, or colleague decisions, and provide feedback to improve or implement processes and tools. Deliver subject matter knowledge and interpretation of procedures to less experienced staff while interacting with the fraud and claims functional area and external customers. Must attend full duration of required training and work on-site.