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Summary:
As a Fraud Support Representative, you will work with customers and internal teams on cases of potential fraud and events reported as fraudulent. The Fraud Support Representative will help customers who are victims of fraud navigate next steps, giving support and empathy in what can be an extremely difficult experience. This role works closely with all lines of business and Fraud Investigations.
Responsibilities:
- Review, analyze, and decision high-risk new account transactions, potential fraudulent activity, and referrals related to suspicious activity from Tier 1 operations and back office.
- Work with fraud victims in processing claims, assisting in clearing negative impacts of fraud, and next steps in managing fraud events.
- Provide support for inbound and outbound customer contacts.
- Work with Operations back office to correctly reimburse fraud victims.
- Effectively collaborate with colleagues within the fraud team to identify instances of increased risk and fraud ring activity.
- Resolve transactions within the service level agreements to reduce potential losses.
- Document all findings, dispositions, and conclusions related to the assessment with explanations in narrative form.
- Address and mitigate confirmed fraud activity swiftly and escalate such matters to the appropriate teammates for further assistance.
- Leverage various fraud detection tools, and communication in fraud research efforts.
- Support buildout of fraud processes, job aids, and testing during Jenius Bank launch and expansion of the fraud process and framework.
- Complete other related duties as assigned.
Requirements:
- Minimum 2 years’ experience in financial services with direct customer interaction.
- Excellent verbal and written communication skills.
- Experience working independently and with a team.
- Detail-oriented.
Benefits:
- Competitive portfolio of benefits to employees.
- Eligibility for an annual discretionary incentive award.
