[Remote] Fraud Hotline Agent
Note: The job is a remote job and is open to candidates in USA. KeyBank is a financial institution seeking a Fraud Hotline Agent to manage inbound retail fraud calls and create alerts for review within the Fraud Department. The role involves acting as a liaison between various business lines and clients, ensuring necessary actions are taken to prevent fraud, and documenting all claims and alerts.
Responsibilities
- Receive inbound calls regarding retail fraud from internal teams, clients, and external institutions
- Act as the main liaison between various business lines and clients to facilitate fraud prevention
- Review account activity, place security holds, and set up passcodes as necessary
- Create, document, and escalate fraud alerts, and build case files for investigation
- Provide timely information to clients regarding their claims
- Collaborate with different departments within the fraud division
- Complete forms to return unauthorized items and perform other tasks or special projects as needed
- Other duties assigned
Skills
- High School Diploma or GED equivalent
- Minimum 1 year experience in banking, branch operations, fraud analysis or call center functions
- Strong ability to meet production goals and manage multiple tasks efficiently
- Ability to work independently and make decisions with minimal supervision
- Excellent written and verbal communication skills
- Exceptional attention to detail
- Outstanding customer service abilities
Company Overview