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Fraud Analyst (Level II)
Ref No.: 18-07249
Location: Phoenix, Arizona
Training 8AM – 5PM AZ Time
Shift 12PM – 8:30PM AZ Time (Mon, Tues, Thurs, Fri and Sat) off Wed & Sun

Reviews customer accounts for possible fraudulent account activity. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. Will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. May perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's system and financial controls. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Minimum 1 year of contact center or equivalent customer service experience preferred.

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• A minimum of 1 year of customer service experience
• A customer centric approach to problem resolution
• Problem Resolution
• Adapts well to an ever-changing environment
• Knowledge of PC functions in a Windows-based environment
• Excellent written and oral communication skills
• Works well independently
• Strong ownership skills
• Experience working in a call center environment