Fraud Hotline Customer Service Specialist

San Antonio, TX

Job status
Full time
Job description
Chase, a leading provider of diverse financial services worldwide, is actively seeking Fraud Hotline Customer Service Specialists. Fraud never sleeps and we're here so our customers can!

As a part of the Fraud Hotline (FHL), you will provide inbound support for various retail fraud groups, including Check Fraud, Digital Fraud, Know Your Customer/Compliance, and Chase branches. In FHL, we uphold the highest standard of excellence by effectively providing one call resolution through collaboration and ownership. We continuously develop strong decision making skills to protect our customers and our bank in order to create a balance between risk and customer obsession. Calls range from reviewing and making decisions on check deposit holds to making decisions on when to exit customers. You must be able to adapt to different scenarios in a fast pace environment with the ability to focus on details.

Here at Chase we provide a professional and fun environment for employees so they can focus on providing great service to our customers. As part of a diverse and dynamic team, you will receive ongoing training and development to enrich your skills and build a career at Chase. Formal paid training will take place dependent on the training requirements for the position. Days and times of the training may vary. Specific information will be provided by our recruiter.
Education requirements
• High school diploma or equivalent.
Experience requirements
• Minimum of 1 year of customer interaction or customer support experience strongly preferred, either by phone or face to face.
Qualifications
• Must be willing to work in an environment that requires 100% phone-based customer interaction required.
• Must be able to adapt to different scenarios in a fast-paced environment with the ability to focus on details.
• Must be a flexible problem-solver who enjoys helping customers resolve their questions and concerns.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred.
• Familiarity with multiple browsers, multiple tabs, window navigation, and instant messenger tools.
• Fluency in Windows Operating Systems and Microsoft Office tools.
Responsibilities
• Resolve conflicts and manage customer expectations.
• Determine customer needs and provide appropriate solutions through relationship building.
• Document customer account activities thoroughly and concisely.
• Engage in interactive dialogue with customers through active listening.
• Approach problems logically and with good judgment to ensure the appropriate customer outcome.
• Make appropriate decisions on behalf of the customer quickly and effectively.
• Effectively prioritize work to ensure efficiency.
• Conduct research as needed.
• Abide by all applicable regulatory and department practices and procedures.
• Take ownership of each customer while empathizing and prioritizing customer needs.
Skills
• Effective verbal and written communication with both external and internal customers.
• Ability to exercise independent judgment.
• Accuracy and attention to detail.
Work hours
• Work schedules will vary. You must be willing to work schedules during our operating hours, which include evenings and weekends.

Working at Chase means making a real difference every day for your customers, your community, and yourself. How? By putting others first, doing what’s right, and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next for you and for us. Apply today!

We are an Equal Opportunity Employer.
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