[Remote] Fraud Hotline Agent

Note: The job is a remote job and is open to candidates in USA. KeyBank is a financial institution seeking a Fraud Hotline Agent to manage inbound retail fraud calls and create alerts for review within the Fraud Department. The role involves acting as a liaison between various business lines and clients, ensuring necessary actions are taken to prevent fraud, and documenting all claims and alerts.

Responsibilities

• Receive inbound calls regarding retail fraud from internal teams, clients, and external institutions
• Act as the main liaison between various business lines and clients to facilitate fraud prevention
• Review account activity, place security holds, and set up passcodes as necessary
• Create, document, and escalate fraud alerts, and build case files for investigation
• Provide timely information to clients regarding their claims
• Collaborate with different departments within the fraud division
• Complete forms to return unauthorized items and perform other tasks or special projects as needed
• Other duties assigned

Skills

• High School Diploma or GED equivalent
• Minimum 1 year experience in banking, branch operations, fraud analysis or call center functions
• Strong ability to meet production goals and manage multiple tasks efficiently
• Ability to work independently and make decisions with minimal supervision
• Excellent written and verbal communication skills
• Exceptional attention to detail
• Outstanding customer service abilities

Company Overview