Fraud Customer Service Representative

Company: US Bank ( Learn More )

General Information
US-ID-Coeur d'Alene
Not Specified
Not Specified
Job Description We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity. 
No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.
Responsibilities include:
  • Answering incoming calls and providing high quality support to our credit and debit card customers over the phones.
  • Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties.
  • Initiating fraud claims and providing information on existing fraud and dispute claims.  
  • Partnering with multiple departments to service fraud and dispute issues.
  • Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups.  
  • Fraud Customer Service Representatives are scheduled to work five days per week, including every other weekend. Equitable days are given off during the week in which a weekend shift is worked.  Earn 10% shift differential pay for qualifying shifts if 60% or more of the hours worked are between 4:00 p.m. - 8:00 a.m.
    We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:
  • Health
  • Dental
  • Vision
  • Life insurance programs for the employee and family
  • Short and Long Term Disability
  • Paid time off, including the opportunity to purchase additional vacation time
  • Generous tuition reimbursement program
  • Banking discounts
  • 401K with company match and pension programs
  • Casual attire
  • On site convenience store
  • Explore what's possible!
    Job Requirements

    Basic Qualifications
    - High school diploma or equivalent
    - Two to three years of clerical or related work experience

    Preferred Skills/Experience
    - Thorough knowledge of consumer, debit, and corporate/government card products
    - Ability to identify and interpret data and resolve exceptions
    - Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
    - Excellent verbal and written communication skills
    - Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
    - Strong computer skills, especially Microsoft Office applications
    - Thorough knowledge of applicable business line systems