Fraud Intake Specialist I

Fraud Intake Specialist

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service is more than part of our name, it's our mission and our purpose.

The Fraud Intake Specialist is responsible for delivering superior customer service to internal and external customers for matters related to fraud by responding to Fraud emails, Fraud Hotline calls and other assigned queues. This also includes taking Check, Debit Card, ACH, Wire, and other lines of business claims that Fraud is responsible to manage. The incumbent will follow all policies, procedures, and scripts to build rapport, positively identify Customers, ask appropriate questions, obtain appropriate documentation and information, identify solutions, and issue resolutions at the first touch. This includes performing and completing account maintenance activities, completing customer disputes, and responding to general inquiries.

Job Responsibilities:

• Deliver service, to both internal and external customers, in alignment with the banks service promises.
• Meet all established service goals.
• Process fraud and dispute related inquiries by email, mail, or telephone.
• Provide direction and instruction for fraud and dispute related inquiries from internal and external members and provide timely resolutions.
• Prepare working files and ensure all required documentation is included and complete.
• Report fraud accounts to the appropriate reporting agency.
• Other duties and responsibilities as may be reasonably requested.
• Log and track provisional credits and balance related GLs.
• Assist with duties of team members as required during absences within the department.
• Prepare and process claim forms, police reports, and scam alerts.
• Take ownership of each customer interaction while treating them with respect and responding with empathy.
• Act as a customer advocate by taking ownership of the issue and follow through to exceed customer expectations.
• Analyze information from customers or internal departments to ensure that matter is assigned to the appropriate Associate with the Fraud Team for investigation.
• Adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team.
• Assist in Team fraud mitigation and adherence goals while maintaining all required documentation and tracking logs.
• Perform fraud mitigation and inquiries using a variety of system networks to provide Customer Service to both internal and external Customers while maintaining a strict code of confidentiality regarding Bank and Customer information.

Minimum Qualifications:

• Must have a High School Diploma or equivalent is required.
• At least one year experience in a call-center environment.
• Must have exceptional customer service skills.
• At least 1-year of experience in a customer service position required.
• At least 1-year experience in fraud investigation in the financial industry required.
• Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment.
• Ability to navigate multiple computer system windows, applications and utilize search tools to find information.
• Ability to work effectively, as well as independently, in a team environment.
• 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.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at View email address on click.appcast.io.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.