Fraud & Claims Operations Representative

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience
• Offer ideas to mitigate risks through effective authentication of customers to prevent fraudulent activity
• Perform moderately complex customer support tasks using solid communication and verbal/written skills
• Establish rapport with customers and deescalate difficult or sensitive information
• Oversee multiple claim types and take appropriate action to decision cases using multiple systems and applications
• Contact third parties for research as needed
• Receive direction from supervisor and escalate questions or issues
• Interact with immediate team and functional area on wider range of information
• Work with internal or external customers

• 1+ years of Customer Service experience, or equivalent demonstrated through work experience, training, military experience, or education
• Fraud claims, detection, or prevention experience or banking financial operations experience
• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Excellent verbal, written, and interpersonal communications skills
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to research, analyze, and determine a course of action for financial transactions

• Fraud claims, detection, or prevention experience or banking financial operations experience
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to research, analyze, and determine a course of action for financial transactions

Shift differential eligibility under terms of shift differential policy