Fraud Intake Specialist I - Wilmington, United States - WSFS Bank

Description

Job Description 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
This position requires the incumbent to act as a customer advocate by taking ownership of the issue and follow through to exceed customer expectations
The incumbent should be analyzing information from the customer or internal department to ensure that matter is assigned to the appropriate Associate with the Fraud Team for investigation
The incumbent will adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team
This position will achieve all individual and assist in Team fraud mitigation and adherence goals while maintaining all required documentation and tracking logs
The incumbent will 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

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
Such 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

Minimum Qualifications:
Must have a High School Diploma or equivalent is required
Previous Fraud Experience At least one year experience in a call-center environment 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

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
At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive
We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve
WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company
Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region
As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration
WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management
Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust, The Bryn Mawr Trust Company of Delaware, Cash Connect, NewLane Finance, Powdermill Financial Solutions, WSFS Institutional Services, WSFS Mortgage, and WSFS Wealth Investments

Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.