A Client Care (Fraud) Analyst will be responsible for initiating a case file for customers who have notified the bank that their account number may have been compromised, answer general questions about the account, perform maintenance functions, and assist with transitioning to a new account number.
Primary Duties and Responsibilities:
Interviews customers to understand how their account may have been compromised. Opens new case file in fraud case repository system. Updates system information to restrict accounts/card and note account.
Completes maintenance on the compromised account as needed.
Advances direct deposits, transfers balances, and updates relationship information.
Answers customer questions about how fraud may have happened, assists with getting affidavits completed and guides customer through the process of getting a police report completed.
Closes the compromised account. Confirms the account is at a zero balance, and confirms ACH debit/credits are processing on the new account
Reviews new account options with customer and submits required information for account setup
Qualifications Grade 12 (Non-Exempt):
Must possess strong telephone soft skills and display the ability to engage with the customer
Intermediate computer skills
High school degree required, some college preferred
Understand how fraud can occur and the risks involved if the account is not secured
Must have the ability to think and act independently, along with evaluating different types of fraud to determine the appropriate course of action
At least one year of customer contact experience with successful history dealing with complex customer situations
Work experience and skills in successful dealing with ambiguity to solve complex customer issues.
Strong operations background.
Must have excellent verbal and written communication/interpersonal skills along with strong customer service skills.
Must be detail oriented, as well as analytical.
Experience working with bank systems such as Alnova and C-net