Lead Specialist - Fraud Client Service Center

Location:

For Those Who Work At Home - Various, Ohio 44144

Training: Monday- Friday: 8:30am-5:00pm Eastern Time

Schedules:

• All times are listed in Eastern Time
• Monday-Friday 8:45am-5:15pm and every other Saturday 8:15am-5:00pm
• Monday- Friday 9:30am-6:00pm and every other Sunday 8:15am-5:00pm
• Monday- Friday 10:00am-6;30pm and every other Saturday 8:15am-5:00pm
• Monday- Friday 11:45am-8:15pm
• Monday- Friday 12:30pm-9:00pm
• When working on Saturday or Sunday you will have an assigned day off during the week
• Schedules are assigned on a first come first serve basis

Job Brief:

The Fraud Hotline is the central unit to receive inbound retail fraud calls and create alerts for review within the Fraud Department. The Specialists are the liaison between Lines of Business and the Client to ensure the necessary actions are taken to prevent additional fraudulent activity as well as the initiating and accurately documenting of all claims/alerts.  This position will work closely with various departments under the fraud umbrella and report directly to the Dept. Manager, Operations or Section Manager.  A Team Lead will oversee the day-to-day activities and operations.

Essential Job Function:

The Fraud Hotline Specialists provide support for Corporate and Retail Clients and Financial Crime Investigators in a call center environment. In accordance with departmental procedures and in compliance with Federal Regulations, the specialist assumes a high level of responsibility in taking proactive steps to prevent loss by blocking accounts and forwarding fraud information to the appropriate parties. The Specialist will perform a variety of tasks associated with identifying suspected fraud, and potential fraud related transactions, including performing detailed examinations on account relationships and transaction activity in an effort to detect fraudulent activity, communicating, educating and supporting both internal and external clients throughout the fraud process.

Some of the daily responsibilities include:

• Receiving calls from KeyCenter personnel, Financial Crime Investigators, Internal Departments, as well as Clients and external financial institutions.

• Placing security holds.

• Reviewing account activity.

• Setting up passcodes on profiles for clients when needed.

• Completing Keyform's to return unauthorized item.

• Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups.

• Provide clients with appropriate and timely support and information related to their claim.

• Other specialized tasks and projects when required from leadership.

Required Qualifications:

• High School Diploma or GED equivalent.

• 1-3 years in customer service, branch, call center, risk analysis, and/or bank operations

• Ability to meet production goals.

• Ability to multi-task.

• Ability to work with minimal supervision in decision making.

• Excellent written and verbal communication skills.

• Exceptional attention to detail.

• Excellent customer service skills

Preferred Qualifications

• Open minded and adaptable to new ideas in a changing environment

• Ability to work under pressure and meet deadlines

• Analytical, research and problem resolution skills

• Proficient in 10-Key, able to perform with a high degree of speed and accuracy.

• Comfortable navigating multiple computer systems and applications

• Proficient in Microsoft Office applications

• Intermediate understanding of banking policies, procedures, government regulations

• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.  As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

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COMPENSATION AND BENEFITS

This position is eligible to earn a base hourl