OverviewResponsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debit accounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and credit union losses via the Falcon Fraud Detection System.QualificationsMatric - essential.12 months experienceEssential Functions & ResponsibilitiesAbility to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and other general 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 frequent change, 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 all times.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 such calls 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 to maintain 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 automated customer 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 for reduction of fraud loss.Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraud loss, 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/outbound high 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 assigned.Physical DemandsWhile 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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