Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debit
accounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and credit
union losses via the Falcon Fraud Detection System.

Matric- essential.

12 months expereince 

.Essential Functions & Responsibilities
● Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and other
general office equipment.
● Ability to function in a production-based environment using various PC applications.
● Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, adjust to frequent
change, and tolerate routine.
● Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.
● Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at all
times.
● Ability to explain confusing and complicated topics in a clear and concise manner.
● Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.
● Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting such
calls and identified characteristics to management for immediate fraud prevention action.
● Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and to
maintain  the department’s reputation for accuracy and business health score.
● Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automated
customer service user application.
● Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high

risk situations.
● Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner for
reduction of fraud loss.
● Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraud
loss, customer inconvenience, and loss of credit union revenue.
● Representatives must be adept at navigating and multitasking between applications, resources and directives.
● Control and manage calls to balance productivity and the member experience.
● Represent the department professionally in all interactions with internal and external customers in an inbound/outbound
high volume fraud call center.
● Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour,
adherence, errors, and attendance. Take responsibility for continual performance improvement.
● Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.
● Participate actively in team and department meetings; be a team player.
● Perform other duties as assigned
Physical Demands
● While performing the duties of this job, the employee is occasionally required to talk, hear, handle, feel and sit.
● Specific vision abilities required by this job include close vision.
● Individuals with a disability who are otherwise able to perform