Customer Expert / Fraud

Overview

Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debitaccounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and creditunion losses via the Falcon Fraud Detection System.

Qualifications

Matric essential.

6 - 12 months call centre experience

Excellent verbal and written communication skills.

Basic computer literacy.

Strong problem-solving and analytical abilities.

Good interpersonal and customer relationship skills.

Experience in banking, financial services or payment processing.

Knowledge of debit and credit card operations.

Experience with fraud prevention and transaction disputes.

Familiarity with CRM and contact centre systems.

Responsibilities

.Essential Functions & Responsibilities● Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and othergeneral 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 frequentchange, 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 alltimes.● 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 suchcalls 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 tomaintain  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 automatedcustomer 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 forreduction of fraud loss.● Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraudloss, 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/outboundhigh 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 assignedPhysical Demands● While 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