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Fraud Detection Agent I

2 months ago

Fort Worth, United States Co-op Solutions Full time
THE OPPORTUNITY:

We are seeking a talented Fraud Detection Agent I to assist cardholders by verifying activity on their debit or credit card while identifying and reporting potential fraud trends and patterns to minimize potential losses. In addition the Fraud Detection Agent I will be accountable for meeting performance targets and necessary requirements for agent advancement via career path.

On January 2, 2024, Co-op Solutions and PSCU became a single entity - combining two talented teams with the same mission - both built on the foundation of the "people helping people" credit union philosophy. Our employees are our greatest asset and together, we are better positioned to innovate leading-edge technologies, deliver differentiated value to our clients and support career development opportunities for our employees. It's an exciting and pivotal point in both legacy companies' journeys

WHAT YOU CAN LOOK FORWARD TO:
  • Takes incoming calls from members to verify transactions. Navigates tools and resources to properly address member inquiries.
  • Maintains high level of service with members and meets performance targets.
  • Maintains composure and demonstrate a calm, professional position while adapting to difficult situations.
  • Develops and maintains productive working relationships with team members.
  • Promotes and maintains a positive, professional image of PSCU/Co-ops Contact Centers.
  • Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.
  • Regular and reliable attendance.
  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
  • Actively supports our PSCUCo-op culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
WHAT YOU'LL NEED TO SUCCEED:
  • Knowledge of the Fiserv and/or FIS applications.
  • Knowledge of Phone System (Finesse and Calabrio).
  • Strong interpersonal communication skills.
  • Strong problem solving skills.
  • Ability to identify fraud patterns.
  • Ability to resolve complex issues with limited supervision.
  • Detail Oriented.
  • Strong time management skills.
REQUIRED EDUCATION and EXPERIENCE:
  • High school diploma or equivalent.
  • 1-2 years of Customer Service experience in an office or contact center environment.
THE PERKS
  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
  • Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.
  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.
  • Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.