Contact Center Fraud Representative - Onsite Hoover, AL

Regions Financial Corporation; Hoover (AL); On-site; USD 36,000 - 43,000; Full time

Benefits offered by this job

Paid Vacation/Sick Time

401K with Company Match

Medical, Dental and Vision Benefits

Disability Benefits

Health Savings Account

Flexible Spending Account

Life Insurance

Parental Leave

Employee Assistance Program

Associate Volunteer Program

Job summary

Regions Financial Corporation in Hoover, AL, is seeking a Contact Center Fraud Representative to handle fraud-related inquiries from customers. You will determine resolution methods, coordinate with departments, and inform customers of solutions while following established policies.

Ideal candidates have basic computer skills, strong communication, and a background in customer service or banking. The role includes standard shifts with some remote weekend work and a comprehensive benefits package.

Qualifications

• High School Diploma or GED required.
• Ability to observe on-screen text and images accurately.
• Ability to communicate verbally using headset or speakers.
• Keyboard and mouse operation for on-screen selections.
• Work at a computer for extended periods.

Responsibilities

• Answers calls from customers that are fraud related.
• Determines methods to resolve problems while ensuring customer satisfaction.
• Coordinates problem resolution with appropriate departments.
• Informs customers of procedures or resolution status.
• Works under supervision or defined procedures.

Skills

Customer service

Communication skills

Policy adherence

Multi-tasking

Problem solving

Basic computer skills

Banking knowledge

Fraud knowledge

Verbal communication

Written communication

Time management

Education

High School Diploma or GED

Job description

Location 2090 Parkway Office Circle, Hoover, AL 35244, United States of America Category Other Job Id R106907

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

Job Description:

At Regions, the Contact Center Fraud Representative responds to customer's inquiries or complaints regarding fraud.

Primary Responsibilities

• Answers calls from customers that are fraud related
• Determines the best method to resolve problems to ensure customer satisfaction and adherence to company policies
• Coordinates problem resolution with appropriate departments
• Informs customers of standard procedures or resolution of problem
• Works with either close supervision or under clearly defined procedures

This position requires the tracking of time and is eligible for overtime for hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

• High School Diploma or GED
• Ability to accurately observe stable and scrolling on-screen text and images
• Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone
• Ability to operate a keyboard and mouse to type and make on-screen selections
• Ability to work at a computer for extended periods of time

If applying for a position that will work from a remote location and not in a Regions facility, the following technical specifications will be required:

• Download speed of at least 50 megabits per second (Mbps). The Internet Service Provider (ISP) should be able to furnish this information
• Upload speed of at least 5 megabits per second (Mbps). The Internet Service Provider (ISP) should be able to furnish this information
• Must test on speedtest.net to confirm download speed or provide documentation from provider
• Must be directly connected to the Internet Router via ethernet cable. Satellite Internet, Wi-Fi and Wi-Fi extenders are not allowed.

Preferences

• One (1) year of customer service or related experience

Skills and Competencies

• Ability to adhere to policies, procedures, and guidelines
• Ability to multi-task and work in a fast-paced environment
• Ability to solve problems
• Basic computer skills and ability to navigate various systems
• Basic customer service skills
• General knowledge of banking
• General knowledge of fraud monitoring or fraud claims process
• Strong verbal, written communication, and organizational skills
• Time management skills

Shift:

• Training Shift: Monday-Friday 8AM-5PM.
• Monday-Friday in the office 10:00am - 7:00pm CST (one day off during the week either Tuesday, Wednesday, or Thursday) andEVERYSaturday or Sunday 10:00am – 7:00pm CST you will work remotely. Your off day will be based on the needs of the business.

Additional Preferences:

• Experience with Financial Crimes/ Fraud is highly preferred.
• Prior experience in high volume Call Center Environment

This position must bewithin a reasonable distance of the following location Hoover, AL. Regions will not provide relocation assistance for this position, and relocation would be at your expense. Exceptions to the geographic location requirement may be made for current Regions associates who currently work remotely.

Position Type Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$36,127.49 USD

Median:

$43,400.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Benefits Information

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.

https://www.regions.com/about-regions/welcome-portal/benefits

Location Details

Riverchase Operations Center

Location:

Hoover, Alabama

Equal Opportunity Employer/including Disabled/Veterans

Job Seekers with a Disability

Regions is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation at any point in the application or hiring process, please email your request to [e-mail] or leave a voice message at [phone]. Only requests for a disability based accommodation should be communicated through this central email or telephone number. General employment questions cannot be accepted or processed through this process and will not receive a response.

If you require assistance or have questions regarding the recruitment process, please submit your inquiries to [e-mail].