Job Description

Job Title: Call Center Agent – Hiring FAST!

Industry: Finance

Location: Draper, UT

Pay Rate: $20/HR on W2 Only – NO C2C

Setting: Onsite Required (Hybrid/Remote is NOT an Option)

Duration: 6+ months

Job ID: 243552

Required Qualifications:

• 2-3 years related customer service experience or fraud experience
• Strong understanding of the customer service experience
• Strong written and verbal communication skills
• Positive attitude and enjoys problem solving
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
• Ability to handle and de-escalate difficult conversations.

Responsibilities:

• Accessing multiple electronic systems and document steps taken to efficiently service the customer
• Determine action required based on established procedures to protect the Bank s assets; work with supervisor on handling more complex cases
• Place appropriate hold on accounts deemed to have fraudulent activity and take appropriate steps to secure the account
• Track and document action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
• Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred
• Speak with victims of identity theft and provide appropriate talking points while ensuring both the victim and the Bank are secured
• Review documentation and be able to assess the validity of those documents
• Place and/or take calls as escalated and requested by Compliance partners or team leaders
• Participate in projects and initiatives such as, but not limited to: driving down fraud-related complaints and making the overall customer/fraud experience seamless.

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