Fraud Analyst (CSR)
Kennesaw, GA, United States On-site
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About the role
Contract Duration: 6 months Shift Hours: Tue – Sat 12:30PM – 9:00PM EST Fraud Analyst and or analytical experience is no longer a nice to have but a really need to have requirement. Strong candidates without this experience can be considered but will not be priority. The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. The incumbent will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Typically reports to Fraud Detection/Prevention Supervisor
What you'll bring
- Will have to take an assessment for Call Center Listening
- Customer service experience, demonstrated commitment to providing quality customer service
- Proven history of dependability
- Proficient with computers.
- Ability to navigate multiple computer systems while interacting with the customer
- Ability to work a flexible schedule to meet business needs
- Experience working in a team environment
- Ability to think critically and use good, sound judgment in decision making
- Self-motivated and goal-oriented
- Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals such as Average Handle Time, Availability, Quality, etc.
- Excellent verbal and written communication skills
- Ability to effectively handle difficult client issues