Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debitaccounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and creditunion losses via the Falcon Fraud Detection System.
Matric- essential.
12 months expereince
.Essential Functions & Responsibilities● Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and othergeneral office equipment.● Ability to function in a production-based environment using various PC applications.● Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, adjust to frequentchange, and tolerate routine.● Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.● Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at alltimes.● Ability to explain confusing and complicated topics in a clear and concise manner.● Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.● Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting suchcalls and identified characteristics to management for immediate fraud prevention action.● Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and tomaintain the department’s reputation for accuracy and business health score.● Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automatedcustomer service user application.● Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high
risk situations.● Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner forreduction of fraud loss.● Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraudloss, customer inconvenience, and loss of credit union revenue.● Representatives must be adept at navigating and multitasking between applications, resources and directives.● Control and manage calls to balance productivity and the member experience.● Represent the department professionally in all interactions with internal and external customers in an inbound/outboundhigh volume fraud call center.● Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour,adherence, errors, and attendance. Take responsibility for continual performance improvement.● Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.● Participate actively in team and department meetings; be a team player.● Perform other duties as assignedPhysical Demands● While performing the duties of this job, the employee is occasionally required to talk, hear, handle, feel and sit.● Specific vision abilities required by this job include close vision.● Individuals with a disability who are otherwise able to perform
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