Fraud Protection Hotline Specialist

Location: On site at location listed in job posting. 

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. 

Weekly Scheduled Hours: Fraud Hotline will be open 7am-8pm, 7 days a week. Shift will be within this time

We are actively seeking a dedicated and client-focused Fraud Protection Hotline Specialist  to serve as the first point of contact for our clients experiencing fraudulent activities. Our goal is to protect our clients' brand reputations while providing an exceptional and positive client experience throughout the fraud resolution process This role will play a crucial role in safeguarding client interests and enhancing their trust in our services.

Essential Duties and Responsibilities:

• Serve as the initial point of contact for clients reporting fraud, ensuring a high standard of professionalism and empathy
• Utilize effective relationship-building skills to engage with clients on both inbound and outbound calls, discussing potentially fraudulent activities.
• Analyze account processes and transactions to detect undetected frauds and correlated activities.
• Review and identify fraudulent activities, assessing client needs and recommending appropriate solutions when fraud is confirmed.
• Efficiently navigate multiple systems during client interactions to gather necessary data and provide timely solutions.
• Accurately record all data received during client engagements to maintain comprehensive case documentation.
• Demonstrate strong problem-solving and analytical skills to provide resolutions promptly.
• Communicate effectively to deliver resolutions while ensuring a positive client experience.
• Proactively identify trends surrounding fraud to enhance detection and prevention strategies.
• Appropriately escalate items requiring further review or analysis to relevant teams.
• Identifies opportunities and provides feedback relating to continuous department improvement.
• Achieve schedule adherence and compliance expectations to maintain operational efficiency in a fast-paced environment.
• Maintains professionalism, sense of urgency, accountability, initiative, and a strong work ethic.
• Communicates professionally and effectively with all levels of staff, and business partners, both written and verbally

Education and/or Work Experience Requirements:

• High school diploma or equivalent
• 2+ years’ experience in customer service, call center, or fraud-related roles.
• Strong interpersonal skills and the ability to build and maintain client relationships.
• Problem solving ability, and client advocacy and/or voice of the client strategy experience.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary client service.
• Excellent problem-solving, analytical, and multitasking abilities.
• Proficient in navigating multiple computer systems and handling complex data.
• Ability to work efficiently in a fast-paced environment with a focus on accuracy and detail.

Physical Requirements:

• Ability to perform the essential job functions consistent safely and successfully with or without the ADA, FMLA and other federal, state, and local standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• Must be able to talk, listen and speak clearly on telephone

Company