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Fraud Operations Sr Specialist

Product Support

Medford, Massachusetts

Req. Number: 221152

Full/Part Time: F

Shift: 1st Shift

Description

The Fraud Operations Senior Specialist is a customer service  role within our Card Fraud Operations Call Center.  This role is responsible for taking calls from customers, collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment.    This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

Primary responsibilities include:

  • Direct interaction with customers, Contact Center and branches over the phone via inbound and outbound calls
  • Analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities
  • Managing competing priorities in an accurate and timely manner
  • May perform other duties as assigned including trouble shooting operational issues, participation in projects, reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner

Qualifications

  • 2+ years, experience in analysis, financial services industry or business line experience a plus
  • Organizational skills
  • Solid ability to multi-task
  • Solid customer service skills
  • Proficiency in PC skills and MS Office
  • Solid analytical skills
  • Solid knowledge of department computer applications and systems
  • Solid written and verbal communication
  • Capacity to work independently

Education
Associate's Degree preferred

Hours and Work Schedule

Hours per Week:  40

Work Schedule:  Monday through Friday 10:30am to 7:00pm off on Saturday and Sunday

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Benefits

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Awards We've Received

2022

Human Rights Campaign Best Places to Work for LGBTQ Equality

2021

Dave Thomas Foundation Best Adoption-friendly Workplace

2021

DiversityInc
Noteworthy Company for Diversity

2021

Military Friendly Employer

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