Description
Position Summary
Customer Service Fraud Investigator III, reporting directly to the respective Manager, will handle escalated and complex requests with a focus on process enhancement and Cardmember experience.
Applicant must possess a working knowledge of Account maintenance systems and relevant external industry systems to include Credit Reporting Agency tools, regulatory agencies, payment platforms and online verification platforms. A strong working knowledge of Credit Card products/services and applicable regulations, ensuring adherence as required.
Summary of Essential Job Functions
- Action highly regulatory processes on Cardmember accounts with high level of accuracy
- Attention to detail with future state projects providing intellectual insight and feedback
- Alert focus on processes and findings used to investigate and evaluate identified unusual activity
- Perform review of external vendor/contractor cases for compliance accuracy
- Identify, research, and provide results to improve regulatory and/or quality improvement opportunities
- Perform root cause analysis and provide results to the various lines of business
- Follow policies, procedures and use sound judgment in reviewing and responding through the appropriate channel
- Strong communication skills required as multiple departments may be responsible for research, lines of communication must be maintained to bridge bifurcation
- Extensive dealing with various levels of management to present proposed ideas, share feedback for improvement to agent performance and new product launch results
- Professionally communicate with internal departments
- Support and provide feedback/guidance to external vendors/contractors
- Actively participate in discussions with cross leadership to review trends and actions for improvement
- Identify opportunities to improve processes and drive customer satisfaction; share findings and recommendations with management; partner with leadership to create and execute improvement plans
- Presentation skills to cross leadership such as Report Out Board, Show-N-Tell, BPI/DMAIC
- Be a leader in seeking service excellence in all processes worked/reviewed/tested
- Work escalated queues from external vendors/contractors
- Handle escalated calls as a Supervisor representing all Operational areas and seeking amicable resolution
- Dedicates self to become a Subject Matter Expert in all fraud matters involving/impacting the customer and business
- Direct customer interfacing communications (inbound/outbound call and lobby)
- Develops solutions to problems in a courteous and effective manner. This includes special projects as well as personal communication with escalated customer calls and correspondence
- Engage self in industry knowledge within and outside the Bank
- Analyze issues with the end goal of determining opportunities to improve processes, controls and procedures with a focus on efficiency and effectiveness
- Performs other duties as assigned
Position Requirements
- Relevant Industry experience dealing with Fraud/Non-Fraud Claims, Chargebacks, Vendor Management, Banking, Fraud Prevention, Back Office Processing.
- Excellent verbal/written communication and organizational skills
- Problem resolution / investigative abilities and detail oriented
- Ability to maneuver efficiently and effectively in a Windows environment, account maintenance systems and relevant external industry platforms
- Must be a self-starter with the ability to work independently and in a team setting with minimal supervision
- Extremely dependable and superior time management skills
- Ability to collaborate effectively and follow up to ensure achievement of deadlines, outcomes, and results
- Must have a professional demeanor, be detail oriented, quality focused and possess strong organizational skills
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.