Service Center Team Lead & Fraud Specialist
Service Center Team Lead & Fraud Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Center Team Lead & Fraud Specialist contributes to ongoing guidance of a team of Service Center Specialists ensuring efficient daily operations and excellent customer service through various communication channels while also identifying investigating and mitigating fraudulent activities to protect the bank and its customers and actively seeking and implementing operational efficiencies.
Essential Job Functions
- Guides a team of Service Center Specialists in daily tasks including handling calls chats emails and other customer communications.
- Answers incoming customer calls chats and emails and provides information on bank products and services.
- Monitors team performance and provides feedback.
- Guides specialists in handling complex inquiries and escalated issues.
- Ensures adherence to service level agreements and quality standards.
- Prepares team schedules and workflow.
- Communicates important information and updates to the team.
- Addresses routine team issues and escalates complex matters to supervisor or manager.
- Trains and onboards new team members.
- Promotes a positive and collaborative team environment by sharing the benefits of products and services to customers and how the Bank stands out. Identifies opportunities for team development and process improvement.
- Identifies potentially fraudulent activities through system monitoring and alerts.
- Investigates suspicious transactions and account activity.
- Communicates with customers regarding potential and actual fraud.
- Collaborates with other departments on fraud investigations by providing details of reported fraudulent activity.
- Documents all investigation activities and findings.
- Adheres to regulatory requirements and bank policies related to fraud prevention.
- Utilizes bank fraud detection systems and case management tools such as Verafin and customer relationship management (CRM) for the purposes of reporting and shared communication.
- Recommends bank products and services when appropriate during customer interactions.
- Analyzes fraud trends to identify potential risks.
Other Duties
- Performs additional duties as directed by management.
- Complies with all related consumer regulatory requirements.
Qualifications Experience and Education
- High school diploma or equivalent. Associate degree in a related field preferred and/or equivalent combination of education and experience.
- 3-5 years of experience in a Service Center role with 1-2 years of experience in fraud detection.
- Demonstrated leadership potential or prior team lead experience.
- Demonstrated knowledge of service center operations and customer service.
- Excellent leadership coaching and communication skills.
- Excellent analytical investigative and problem-solving skills related to fraud.
- Ability to consistently acquire knowledge on new fraud attempts by reviewing and communicating with Risk and Service Center groups.
- Ability to utilize various Service Center and fraud detection systems and multitask effectively across team leadership and fraud investigation responsibilities.
River Run Services LLC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race color ancestry national origin gender sexual orientation marital status religion age disability gender identity results of genetic testing or service in the military.
If you are an individual with a disability and require a reasonable accommodation to complete the application process you may contact Human Resources at or call .
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
