THE OPPORTUNITY:

• We are seeking a talented Fraud Detection Agent I to provide the highest quality customer care to members of Co-op Solutions credit unions, providing timely review and resolution of Fraud Alerts while managing special projects as assigned.

Shift Time: 2:30 PM - 11:00 PM CST

WHAT YOU CAN LOOK FORWARD TO:

• Investigates and evaluates fraud by contacting cardholders.
• Handles inbound and outbound calls from cardholders, financial institutions and internal departments, giving highest priority, over all other projects and internal tasks, to customer calls and requests. Treats each caller with respect, enthusiasm and professionalism.
• Enters and maintains accurate case detail reports for all alerts received and reports type of fraud on each occurrence.
• Fully comprehend and be able to interpret case management system in order to assist and answer client and member questions and resolve cases.
• Maintains working knowledge for all applicable Fidelity (FIS)/Co-op applications and products, both current and new.
• Reviews for trends across single and multiple financial institutions.
• Provides escalation and updates to supervisor regarding cases.
• Handle any special projects as assigned by management.
• Must react to change productively and handle other essential tasks as assigned.

#Joinourteam

WHAT YOU’LL NEED TO SUCCEED:

• Knowledge of Microsoft Office applications is preferred. 
• Familiarity of current fraud electronic payments fraud trends preferred.
• Must have excellent oral and written communication skills; strong analytical and decision-making skills.
• Must be flexible with work hours. The Risk department is open 7 days a week.

REQUIRED EDUCATION and EXPERIENCE:

• High school diploma or general education degree (GED).
• With at least 2 years of Customer Service experience in an office or call center environment.
• Internal candidates must have been at performance level 3 for the last twelve months. 

THE PERKS

• Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

• Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.

• Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

• 401K with generous company match.

• Tuition reimbursement.

• Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.