(ZAF) Nightshift Customer Expert/Fraud

Overview

Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debitaccounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and creditunion losses via the Falcon Fraud Detection System.

Qualifications

Matric- essential.

12 months expereince

Responsibilities

.Essential Functions & Responsibilities

• Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and othergeneral office equipment.
• Ability to function in a production-based environment using various PC applications.
• Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, adjust to frequentchange, and tolerate routine.
• Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.
• Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at alltimes.
• Ability to explain confusing and complicated topics in a clear and concise manner.
• Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.
• Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting suchcalls and identified characteristics to management for immediate fraud prevention action.
• Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and tomaintain the department’s reputation for accuracy and business health score.
• Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automatedcustomer service user application.
• Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high

risk situations.

• Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner forreduction of fraud loss.
• Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraudloss, customer inconvenience, and loss of credit union revenue.
• Representatives must be adept at navigating and multitasking between applications, resources and directives.
• Control and manage calls to balance productivity and the member experience.
• Represent the department professionally in all interactions with internal and external customers in an inbound/outboundhigh volume fraud call center.
• Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour,adherence, errors, and attendance. Take responsibility for continual performance improvement.
• Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.
• Participate actively in team and department meetings; be a team player.
• Perform other duties as assignedPhysical Demands
• While performing the duties of this job, the employee is occasionally required to talk, hear, handle, feel and sit.
• Specific vision abilities required by this job include close vision.
• Individuals with a disability who are otherwise able to perform