Customer Service Representative
4 days ago
Community Financial System, Inc. is seeking a highly skilled Customer Service Representative - Fraud Prevention to join our team. As a key member of our Deposit Operations Department, you will play a critical role in protecting our customers from financial fraud and ensuring their financial well-being.
Key Responsibilities- Respond to incoming calls and online conversations from customers and branches regarding potential fraud-related transactions.
- Contact customers identified with potential unauthorized account activity, assess their concerns, and determine additional steps needed.
- Complete Fraud Intake forms, documenting customer concerns and experiences, and assess all customer access points to ensure no other, as yet unidentified, fraud exists.
- Determine and complete next steps, up to and including, where appropriate: completion of Regulation E Dispute Form, closing and ordering new cards, revoking or reissuing credentials or access to systems, and issuing completed Fraud Intake forms to the Fraud Analysis team for further research.
- Document information and details from each call in Synapsis, VISA Risk, and other relevant channels, and perform follow-up with customers or branches as needed and requested by Team Lead, Fraud Analysts, or Supervisors.
- Provide general assistance and technical support to customers and branches, adhering to bank policy and maintaining professionalism and exemplary customer service skills at all times.
- Use independent thought and judgment to assist supervisors and fraud teams in identifying fraud patterns to reduce fraud.
- Maintain proficient knowledge of and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all training requirements in a timely manner.
- High School diploma or equivalent required.
- Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience preferred.
- All applicants must be 18 years of age or older.
- Proficient PC skills, including typing.
- Proven experience with email software and the Internet.
- Excellent communication and customer service skills mandatory.
- Proficient in letter writing using business letter skills.
- Applicants must be detail-oriented and highly organized.
- Ability to maintain composure and professionalism a must.
- At least one year of Call Center or customer service experience in a fast-paced environment required.
- Banking experience preferred.
- Working knowledge of CBNA products/services preferred.
- Competitive salary commensurate with experience.
- Potential for annual merit increase.
- 11 paid holidays.
- Paid vacation.
- Medical, Vision & Dental insurance.
- 401K with generous match.
- Pension.
- Tuition Reimbursement.
- Banking discounts.
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