Customer Service Representative - Inbound Fraud - Overland P...

U.S. Bank Fairway, KS 2019-06-19
Customer Service Representative - Inbound Fraud - Overland Park, KS-190016958
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.

No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.

Responsibilities include:
  • Answering incoming calls and providing high quality support to our credit and debit card customers over the phones
  • Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties
  • Initiating fraud claims and providing information on existing fraud and dispute claims
  • Partnering with multiple departments to service fraud and dispute issues
  • Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups

Fraud Customer Service Representatives are scheduled to work five days per week, including every other weekend. Equitable days off are given during the week in which a weekend shift is worked. Day, evening and overnight schedules may be available. You could earn a 10% shift differential for qualifying shifts if 60% or more of the hours worked are between 4 p.m. – 8 p.m..
Training hours:
Monday - Friday, 8 a.m. - 4:30 p.m.

Specific shifts available outside of training:
10:30 a.m. - 7 p.m.
12:30 p.m. - 9 p.m. - (qualifies for shift differential)
3:30 p.m. - midnight - (qualifies for shift differential)

We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:
  • Health
  • Dental
  • Vision
  • Life insurance programs for the employee and family
  • Short and Long Term Disability
  • Paid time off, including the opportunity to purchase additional vacation time
  • Generous tuition reimbursement program
  • Banking discounts
  • 401K with company match and pension programs
  • Casual attire

Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed.

Qualifications

Basic Qualifications
  • High school diploma or equivalent
  • Two to three years of customer service experience

Preferred Skills/Experience
  • Some knowledge of consumer, debit, and corporate/government card products
  • Ability to identify and interpret data and resolve exceptions
  • Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
  • Strong verbal and written communication skills
  • Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
  • Proficient computer skills, especially Microsoft Office applications

Job Customer Service / Call Center
Primary Location Kansas-KS-Overland Park
Shift 1st - Daytime
Travel No
Average Hours Per Week 40
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