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Client Fraud Investigation Associate
2 months ago
Position Overview
The role involves managing intricate and escalated client concerns regarding potential fraudulent activities on their accounts. Key duties encompass handling incoming calls and executing precise actions on complex transactions. Expectations include conducting thorough research and resolving fraudulent incidents, providing service support, and delivering innovative solutions to clients while prioritizing retention and rebuilding client trust.
Associates in Wealth Management Fraud & Claims will address inbound inquiries from clients, branch offices, banking centers, and various internal teams. They will oversee the initiation and progress of claims related to diverse fraud and billing disputes concerning clients' banking accounts. The role entails managing a variety of claim types, including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth management products.
Key Responsibilities:
- Manage banking products exhibiting high-risk activity to enhance the approval of legitimate transactions, reduce client impact at the point of sale, identify fraudulent actions, and restrict account activities.
- Collaborate with Fraud Strategy partners to develop new tactics by facilitating controlled tests and simulations within the operational environment.
- Evaluate existing customer-facing capabilities (credit, debit, transactions, deposit activities, and online interactions) for unknown vulnerabilities that could lead to fraudulent exploitation and unexpected losses.
- Engage in triage related to Executive Escalations & Incident Response fraud activities.
- Review and investigate reports of suspected fraudulent activities, ensuring accurate documentation of data collected during client interactions.
- Adhere to established processes and guidelines in daily operations to prioritize the interests of clients and the bank, complying with all relevant laws and regulations.
- Assist clients and internal partners with inquiries regarding banking claims and suspicious alerts, including initiation and updates.
Shift Availability:
1st and 2nd shifts are available.
Required Qualifications:
- A minimum of 1 year of experience in fraud servicing or call center operations.
- Strong analytical and organizational skills with the ability to solve complex issues by reviewing relevant information.
- Demonstrated urgency and capability to thrive in a fast-paced, dynamic environment with a focus on risk mitigation and client experience.
- A commitment to delivering exceptional service that enhances clients' financial well-being.
- An understanding of how life events can affect a client's financial situation, prepared to offer solutions and resolve complex client issues creatively.
- Proven reliability with a commitment to excellent attendance and adherence to the agreed-upon work schedule.
- A dependable team player with an understanding of the necessity for immediate call handling, including weekends and holidays.
- Effective and confident communication with all clients to improve their financial lives.
- Ability to engage with clients while navigating multiple screens, initiating conversations, anticipating client questions, sharing information clearly, building rapport, and addressing objections.
- Openness to receiving ongoing performance feedback and coaching.
- Capacity to learn and adapt to new information and technology platforms.
- Intermediate proficiency with computers and current technology is required.
- Flexibility to work various shifts; Monday – Sunday, 7:00 am – 10:00 pm EST; 40 hours per week.
Desired Qualifications:
- Experience in a call center or financial/banking environment.
- Background in customer service.
- 1-2 years of experience in fraud servicing or call center roles.
- Knowledge in Fraud Detection and Prevention.
- Understanding of Credit Risk.
Skills:
- Customer and Client Focus.
- Data Collection and Entry.
- Due Diligence.
- Issue Management.
- Oral and Written Communication.
- Active Listening.
- Adaptability.
- Attention to Detail.
- Knowledge of Policies, Procedures & Guidelines.
- Business Acumen.
- Collaboration.
- Critical Thinking.
Shift:
1st shift (United States of America)Hours Per Week: 40
