FTN Financial

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Card Claim Center Rep (Card Center Fraud Agent)

at FTN Financial

Posted: 10/13/2019
Job Reference #: *9A22E8CA3E48B863
Categories: Other/General

Job Description

Requisition Number
19-0490

Post Date
7/31/2019

Title
Card Claim Center Rep (Card Center Fraud Agent)

Part Time?
No

City
KNOXVILLE

State
TN

Description
Card Claim Center Rep (Call Center Fraud Representative)
Full Time

This department is open 24/7 -- Various shifts are available
Will average 40 hours per week.

The Card Claim agent is responsible for receiving and properly handling customer calls related to lost/stolen cards and/or suspicious activity on card accounts and disputed card related transactions. Will ensure that the customer’s experience is positive through the entire process. The representative will fully track the card claim and related communication activities and update the customer on the final resolution. Proactively serve as point of contact for customers and employees whose accounts are blocked or alerted through the fraud system.

SERVICE QUALITY:
Effectively communicates (written and verbal) with internal workgroups to resolve problems within established service levels.
Regularly communicates (written and verbal) with customers to obtain required information, set expectation for next contact and continues follow up with the customer until final resolution is determined.
Receive and properly handle customer calls related to lost/stolen cards and/or suspicious activity and disputed transactions on card accounts.
Assist financial centers with fraud and disputed card transactions.
Monitor internal fraud systems and make outbound calls to customers to verify card activity.
Ability to show sincere concern and empathy to the customer.

ISSUE MANAGEMENT:
Processes large quantities of detailed information with high levels of accuracy while providing a high level of customer service.
Obtains additional information if required to define issue.
Provide follow up and tracking for all requests and disputes within the required SLA.
Able to manage multiple issues and ensure resolutions are resolved within service levels.

ADDITIONAL RESPONSIBILITIES AND PROCESS IMPROVEMENT:
Identify opportunities and provide feedback relating to continuous department improvement.
Proactively identify and accept additional responsibilities.
Looks for issue trends to identify new system problems.
Contributes to overall goals and service quality of First Tennessee.


Requirements
2-3 years credit/debit card experience, knowledge of Reg E and Reg Z compliance, strong customer service skills

Position requires a thorough understanding of debit/credit card products, regulatory requirements, and Corporate Security guidelines. Individual in position must be able to properly interpret regulations and departmental guidelines.

Position requires oversight of fraud queue strategies and implementation of appropriate changes as fraud trends dictate.

May have to work with a variety of situations and resolve them very quickly. Must be able to work at a quick pace while maintaining a professional demeanor.

May have to work through difficult situations with customers. Must have excellent customer service/communications skills.
Ensure lost/stolen reports are completed timely/accurately. Must have a thorough understanding of Reg E and Reg Z requirements.

This group will work closely with First Link Customer Service Center and the BankCard Security area. Most contact will occur via telephone or e-mail. This group will also receive calls from the financial centers to assist with questions related to a customer’s card fraud claim.

Works directly with customers to resolve fraud claims, mostly by telephone or letter. Contacts customers in the event there is suspect activity on their account.

Knowledge of Regulation E and Regulation Z.
Strong time management and organizational skills.
Knowledge of credit and debit card products and processes.
Personal computer skills with demonstrated knowledge of Microsoft EXCEL, WORD, Outlook.
Strong attention to detail.
Strong verbal and written communication skills.
Knowledge of general banking operations.
Knowledge of general banking regulations/policies/procedures.
Self-starter and works independently with minimal direct supervision.
Good interpersonal skills and team orientation.
Ability to meet deadlines under pressure and meet regulatory reporting deadlines.
Ability to organize and prioritize work.
Takes responsibility for customer problems.
Personally provides excellent service.
Demonstrates sincere concern and empathy when the customer has experienced account fraud.
Knowledge of First Data Systems, Mainframe and other First Tennessee Bank internal banking systems.
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