Senior Fraud & Claims Operations Representative

• Support fraud and claims operations by identifying opportunities to improve customer experience and mitigate risk through effective customer authentication and fraud prevention
• Handle complex customer interactions, using strong verbal and written communication to build rapport, de-escalate concerns, and resolve claims involving sensitive information
• Manage multiple claim types, make case decisions using various systems and applications, and conduct research including outreach to third parties as needed
• Identify process and decisioning gaps impacting customers, colleagues, or operations, and provide actionable recommendations for improvement
• Contribute to process and tool enhancements by presenting ideas and supporting implementation within the fraud and claims function
• Serve as a subject matter resource by providing guidance and interpreting procedures for less experienced team members
• Collaborate with internal partners and external customers across the fraud and claims functional area to address a broad range of inquiries and issues

2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 1+ year of fraud detection, claims, or financial services experience, including retail banking exposure
• Knowledge of internal systems (e.g., Prevent, CIV) and proficiency navigating multiple applications and search tools
• Strong analytical skills with attention to detail
• ability to identify fraudulent or high-risk accounts and mitigate loss
• Ability to read, analyze, and interpret reports and documentation to support decision-making
• Leadership experience, including coaching, training, mentoring, and facilitating meetings or presentations
• ability to serve as a subject matter expert
• Strong communication, problem-solving, and organizational skills with the ability to prioritize, multitask, and meet deadlines
• Ability to make timely, independent decisions and work effectively in both fast-paced and team-oriented environments