Job Description

The US Fraud Inbound Agent serves as the first point of contact for customers reporting suspected fraud, unauthorized transactions, account compromise, and card-related concerns. This role is responsible for investigating potential fraud activity, authenticating customers, assessing account risk, and making informed decisions to protect clients and the bank from financial loss while delivering an exceptional customer experience. Key ResponsibilitiesHandle inbound customer calls related to suspected fraud, unauthorized transactions, account restrictions, and card security concerns.Investigate potentially fraudulent activity by reviewing account details, transaction history, and available fraud detection tools.Authenticate customers and assess account risk in accordance with bank policies, procedures, and regulatory requirements.Make risk-based decisions regarding account restrictions, card closures, transaction verification, and fraud mitigation actions.Educate customers on fraud prevention, account security, and available banking protections.Accurately document customer interactions, investigative findings, and actions taken to ensure compliance and maintain complete account records.Identify and escalate suspicious activity, emerging fraud trends, and high-risk situations to appropriate support teams.Resolve customer inquiries while balancing customer experience with effective fraud risk management.Meet established service level, quality, productivity, and compliance standards.Collaborate with internal partners and support groups to resolve complex fraud cases and customer concerns.Maintain knowledge of fraud trends, bank products, procedures, and regulatory requirements impacting fraud operations.Contribute ideas and feedback to improve fraud processes, operational efficiency, and customer experience.Apply sound judgment and critical thinking to make risk-informed decisions that protect customers, bank assets, and the organization's reputation.