International Consumer Business Fraud Contact Center Specialist

Job Description :

Join our team! Help shape the business and drive the culture of being Number One for Customer Service acrossall industries, be the Best Place to Work and be the Number One Bank in the United Kingdom.

As a Fraud Specialist III in our dynamic, rapid-paced, customer and colleague-centric environment, you will provide best-in-class, customer-obsessed service through phone and chat, supporting customers towards their financial needs. You will use different forms of communication channels with customers depending on the customer's preference - verbal or written through call or chat. You are expected to think outside the box in resolving customer issues, provide valuable insights and be a team player to contribute to the great working environment that we are continuously building.

You will perform fraud-specific duties, identify and investigate fraud-related issues, and contribute to fraud prevention and detection results. This role offers the opportunity to think critically, exercise independent judgement, and actively engage with each customer experience, providing appropriate solutions and managing expectations.

Job Responsibilities:

Perform fraud-specific duties that include, but not limited to:

• Review and decide on onboarding customers as a result of an exception.
• Review and decide on transaction exceptions, reaching out to customers as necessary.
• Identify and resolve fraud-related issues reported by customers.
• Review security information and account activity with the callers, identify the type of fraud and setup accounts for investigation.
• Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention, detection results and customer satisfaction. As needed, may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions.
• Investigate cases for recovery opportunities.
• Minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions.
• Ensure that regulatory, legal, bank and audit requirements are met.
• Provide best-in-class customer service, through phone and chat, handle everyday banking issues from the customers, resolve general account maintenance/management concerns, which includes disputes/claims, process and manage payments.
• Identify, capture, and resolve complaints from customers within the agreed service levels.

Required qualifications, capabilities, and skills:

• 2 years financial services under Fraud operations background
• Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate
• Must be willing to work in rotating schedules and shifts
• Must be willing to work in an environment that supports customers on both phone, chat, and back-office
• Excellent verbal and written communication with both external and internal customers
• Proficient with Windows Operating Systems and Microsoft Office Tools