• The Senior Fraud Analyst in Wealth Management Fraud & Claims is responsible for managing multiple call types related to potential fraudulent account activities and claim initiation concerns.
• This role involves handling inbound calls and taking appropriate actions based on complex transaction characteristics or account changes.
• The analyst will also manage claim initiation and provide status updates for various fraud and billing disputes on clients’ bank accounts.
• The position covers a wide range of claim types, including credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.

Responsibilities:

• Handle inbound calls regarding potential fraudulent activities and claim initiation.
• Take appropriate actions based on transaction characteristics or account changes.
• Initiate claims and provide status updates for fraud and billing disputes.
• Manage a variety of claim types, including credit card, debit card, ATM, check fraud, ACH, and online wire transfers.
• Navigate between multiple screens/systems while keeping clients and internal partners engaged.
• Maintain accurate and relevant notes and information.

Education Qualification:

• High school diploma or equivalent required.

Required Skills:

• Minimum of 2 years of customer service experience.
• Proficient in navigating multiple screens/systems.
• Computer literacy and proficiency in MS Outlook, Word, and PowerPoint.
• Ability to work well under pressure in a fast paced, high call volume environment.
• Strong communication skills with excellent grammar.
• Robust customer service skills with the ability to resolve and de escalate difficult situations.
• Positive attitude and openness to coaching for improvement.
• Ability to handle confidential matters responsibly.
• Ambitious and self motivating.