Fraud & Claims Operations Representative

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers to prevent fraudulent activity
• perform moderately complex customer support tasks by utilizing solid communication (inbound and outbound), and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
• may oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
• receive direction from supervisor and escalate questions or issues to team leadership, as needed
• interact with immediate team and functional area on wider range of information, plus internal or external customers

1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Fraud claims, detection, or prevention experience or banking financial operations experience
• ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• ability to navigate multiple computer systems, applications, and utilize search tools to find information
• strong analytical and problem-solving skills with high attention to detail and accuracy
• 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
• military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• excellent verbal, written, and interpersonal communications skills
• basic Microsoft Office skills (Word, Excel, and Outlook)

• Competitive salaries
• generous benefits package