Fraud Protection Hotline Specialist

Fraud Protection Hotline Specialist

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 :

Physical Requirements :

About Us : First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S.

Benefit Highlights : Medical with wellness incentives, dental, and vision HSA with company match Maternity and parental leave Tuition reimbursement Mentor program 401(k) with 6% match More FirstHorizon.com / First-Horizon-National-Corporation / Careers / Our-Benefits

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.