About this role
Help protect customers by responding quickly, communicating clearly, and taking ownership of each interaction. This role is ideal for someone who enjoys fast-paced, phone-based work and is comfortable handling both inbound and outbound calls. Bring your adaptability and learn-it-all mindset as you join a team whose work will continue to evolve.
As a Fraud Specialist I in the Fraud Contact Center, you will serve as a first point of contact for customers with fraud-related servicing needs. You will gather information, document outcomes, provide clear next steps, and navigate multiple systems while following established procedures. Success requires accuracy, composure, and empathy during complex conversations.
Job responsibilities
- Manages a high volume of outbound and inbound calls (potentially over 100 daily), delivering comprehensive support for financial products
- Utilizes customer service expertise to interpret needs and deliver continuous insights
- Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
- Excels both independently and collaboratively, driving team success and achieving goals
- Follows all regulatory and departmental practices and procedures diligently
- Takes ownership of each customer interaction while treating them with respect and responding with empathy
Required qualifications, capabilities, and skills
- At least 1 year of customer service experience in a phone-based or face-to-face environment
- Ability to manage high call volumes, including frequent outbound calling, while maintaining service quality
- Demonstrated communication and information-gathering skills, including clear documentation
- Ability to use empathy, composure, and sound judgment to handle complex or sensitive interactions
- Ability to learn new products and systems quickly and apply updates as processes evolve
- Proficiency using multiple computer applications simultaneously with accuracy and attention to detail
- Ability to solve problems and clearly explain solutions and next steps to customers
- Ability to work effectively both independently and as part of a team
- High school diploma or GED
Preferred qualifications, capabilities, and skills
- Developing ability to use data to understand issues and opportunities
- Developing skills in using AI technology for automation and prompt writing
Work Schedule Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.