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Wealth Management Fraud Specialist
2 months ago
This role is responsible for handling complex and escalated customer situations related to potential fraudulent account activity. The ideal candidate will possess strong analytical and organizational skills, with the ability to solve complex problems and provide creative solutions to clients.
Key Responsibilities- Receive and respond to inbound calls from clients, branch offices, and internal associates, taking appropriate action to resolve complex transactions.
- Conduct research and resolution of fraudulent activity, providing practical and innovative solutions to clients while focusing on retention and re-establishing client confidence.
- Handle a wide variety of claim types, including credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.
- Collaborate with Fraud Strategy partners to develop new tactics and test existing customer-facing capabilities for unknown vulnerabilities.
- Participate in triage related to Executive Escalations & Incident Response fraud activities.
- Review and investigate reports of suspected fraudulent activity, accurately recording data captured during client interactions.
- 1+ years of fraud servicing or call center experience.
- Strong analytical and organizational skills, with the ability to solve complex problems.
- Ability to work in a fast-paced environment with a strong focus on risk mitigation and client experience.
- Passion for delivering a positive, differentiated service that improves clients' financial lives.
- Excellent attendance and reliability, with a commitment to adhering to the agreed-upon work schedule.
- Dependable team-player attitude, with the ability to navigate multiple screens and communicate effectively with clients.
- Ability to learn and adapt to new information and technology platforms.
- Minimum of an intermediate level of proficiency with computers and current technology.
- Experience in a call center or financial/banking center.
- Customer service experience.
- Fraud Detection and Prevention experience.
- Customer and Client Focus.
- Data Collection and Entry.
- Due Diligence.
- Issue Management.
- Oral Communications.
- Active Listening.
- Adaptability.
- Attention to Detail.
- Policies, Procedures & Guidelines.
- Written Communications.
- Business Acumen.
- Collaboration.
- Critical Thinking.
1st shift (United States of America)
40 hours per week
