Fraud Client Services Representative

Overview This role is responsible for providing resolution of multi‑product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Responsibilities Identifies client needs and recommends solutions when fraud has been identified Records data captured during client interactions accurately Identifies and escalates items requiring risk review, exception handling, or further analysis through appropriate channels Reads frequent updates and learning materials, often while on the call, and implements them into conversations with speed and accuracy Complies with industry regulations, bank procedures, and integrity levels of the department's system and financial controls Required Qualifications Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves clients’ financial lives Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and resolve complex client problems through creative solutions Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule Dependable team‑player attitude with an understanding that calls must be handled immediately, including weekends and holidays Communicates effectively and confidently with all clients to make their financial lives better Ability to engage with clients – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections Comfortable receiving ongoing performance feedback and coaching Ability to learn and adapt to new information and technology platforms Minimum of an intermediate level of proficiency with computers and current technology 1+ years of customer/client service experience, including experience handling difficult client situations Desired Qualifications 1+ years of experience in the banking/financial industry 2+ years of experience working in a client service capacity Skills Conflict Management Customer and Client Focus Decision Making Fraud Management Oral Communications Active Listening Attention to Detail Data Collection and Entry Issue Management Problem Solving Adaptability Collaboration Critical Thinking Influence Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent Shift 2nd shift (United States of America) Hours Per Week 40 Pay Pay range $25.00 - $27.88 hourly, offers to be determined based on experience, education and skill set. Predictable pay. This role is compensated with a base salary and is not incentive eligible. Benefits This role is currently benefits eligible. It includes paid time off and other benefits designed to support employees’ physical, emotional, and financial well‑being. Location United States – Maryland – Hunt Valley – 11333 MCCORMICK RD, HUNT VALLEY II (MD5032) Additional Information Pay Transparency: Privacy Statement: #J-18808-Ljbffr