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Description
The Fraud Intake Specialist is responsible for delivering superior customer service to internal and external customers for matters related to fraud by responding to Fraud emails, Fraud Hotline calls and other assigned queues.
This also includes taking Check, Debit Card, ACH, Wire, and other lines of business claims that Fraud is responsible to manage.
The incumbent will follow all policies, procedures, and scripts to build rapport, positively identify Customers, ask appropriate questions, obtain appropriate documentation and information, identify solutions, and issue resolutions at the first touch.
This includes performing and completing account maintenance activities, completing customer disputes, and responding to general inquiries.
This position requires the incumbent to act as a customer advocate by taking ownership of the issue and follow through to exceed customer expectations.
The incumbent should be analyzing information from the customer or internal department to ensure that matter is assigned to the appropriate Associate with the Fraud Team for investigation.
The incumbent will adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team.
This position will achieve all individual and assist in Team fraud mitigation and adherence goals while maintaining all required documentation and tracking logs.
The incumbent will perform fraud mitigation and inquiries using a variety of system networks to provide Customer Service to both internal and external Customers while maintaining a strict code of confidentiality regarding Bank and Customer information.
Job Responsibilities :
Deliver service, to both internal and external customers, in alignment with the banks service promises.
Meet all established service goals.
Process fraud and dispute related inquiries by email, mail, or telephone.
Provide direction and instruction for fraud and dispute related inquiries from internal and external members and provide timely resolutions.
Prepare working files and ensure all required documentation is included and complete.
Such other duties and responsibilities as may be reasonably requested.
Log and track provisional credits and balance related GLs.
Assist with duties of team members as required during absences within the department.
Prepare and process claim forms, police reports, and scam alerts.
Take ownership of each customer interaction while treating them with respect and responding with empathy
Minimum Qualifications :
Must have a High School Diploma or equivalent is required.
Previous Fraud Experience
At least one year experience in a call-center environment
Exceptional customer service skills
At least 1-year of experience in a customer service position required.
At least 1-year experience in fraud investigation in the financial industry required.
Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment
Ability to navigate multiple computer system windows, applications and utilize search tools to find information
Ability to work effectively, as well as independently, in a team environment.
Some 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
Strong verbal and written communication skills
Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
Proficient computer skills, especially Microsoft Office applications
WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at
WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Last updated : 2024-04-28
Full Time
Securities
$57k-75k (estimate)
04/29/2024
05/11/2024
christianabankandtrust.com
Wilmington, DE
<25
Securities
The job skills required for Intake specialist include Customer Service, Confidentiality, Microsoft Office, Problem Solving, Written Communication, Call Center, etc. Having related job skills and expertise will give you an advantage when applying to be an Intake specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Intake specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Intake specialist positions, which can be used as a reference in future career path planning. As an Intake specialist, it can be promoted into senior positions as a Behavior Analyst that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Intake specialist. You can explore the career advancement for an Intake specialist below and select your interested title to get hiring information.