Contact Center Fraud Senior Specialist

Job Description

JOB SUMMARY

As a Senior Specialist within the Fraud Contact Center, you will be part of a team of exceptional customer service professionals that are dedicated to providing exceptional service our customers. This position will support customer fraud inquiries and will take action to provide customers with dedicated support as they navigate through resolving their issue. This role will support customers through the initial intake process as well as any additional support needed to fully resolve the matter. Within this role, support will be provided through inbound, outbound interactions as well as written correspondence.

The Senior Specialist will be responsible for partnering with Fraud Investigators and Analysts as needed. This position works to achieve monthly call quality performance while educating clients on future prevention measures.

This position is eligible for a shift differential.

Essential Functions

• Provide support to internal and external customers with a broad range of fraud related matters. These interactions may occur across multiple delivery channels.
• *Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards , and designated performance targets.
• *Support fraud intake process ensuring that all operational steps are taken to further protect the customer and the institution from losses.
• *Work resolve complex customer service issues, provide recommendations on appropriate solutions and employ a first call/contact resolution approach when appropriate.
• *Monitor intake cases and report any trends to leadership that are identified.
• *Maintain support of early detection monitoring and other fraud reports and escalate customer scenarios into cases as needed.
• *Appropriately assess risk when business decisions are made.
• *Maintain strong levels of attention to detail while completing assigned tasks.
• *Work extended hours and weekends on a rotating basis to provide support based on customer demand.
• *Provide case closeout support after fraud related issues have been fully resolved.
• *Ensure that customers issues are fully documented and that steps are followed on any additional actions that may be needed.
• *Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• *Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• *Work as part of a team
• *Work with on-site equipment
• *Complete other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

High School Diploma or equivalent preferred

Associate's Degree or equivalent preferred

Work Experience

2 - 3 years Bank or Fraud related experience preferred

2 - 3 years Clerical or case management preferred

General Employee Knowledge, Skills, and Abilities

*Ability to establish effective working relationships among team members and participate in solving problems and making decisions

*Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written

*Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information

*Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information

*Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

Additional Knowledge, Skills and Abilities

• Knowledge of regulatory and compliance standards.
• Ability to understand account histories and transactions
• Knowledge of check cashing laws

The pay range for this position is generally $18.00 to $20.00 per hour. Actual pay is based on variousfactorsincluding but not limited to the successful candidate's experience, skills, and knowledge. Additional bonus earning opportunities and benefits are also available.

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.