Fraud Protection Hotline Advocate

First-Horizon-Bank; Maryville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

First Horizon Bank is seeking a Fraud Protection Hotline Specialist to be the first point of contact for clients experiencing fraudulent activities, delivering exceptional service while guiding them through resolution processes.

The role emphasizes protecting clients' interests, maintaining calm under pressure, and using strong communication to advocate for customers during investigations. This on-site position values accuracy and teamwork in a fast-paced fraud unit.

Qualifications

• High school diploma or equivalent.
• 2+ years’ experience in customer service, call center, or fraud-related roles.
• Strong interpersonal skills and the ability to build and maintain client relationships.
• Problem solving ability, and client advocacy and/or voice of the client strategy experience.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary client service.
• Excellent problem-solving, analytical, and multitasking abilities.
• Proficient in navigating multiple computer systems and handling complex data.
• Ability to work efficiently in a fast-paced environment with a focus on accuracy and detail.

Responsibilities

• Serve as the first point of contact for clients experiencing fraudulent activities on the Fraud Hotline.
• Protect clients' brand reputations while delivering an exceptional client experience throughout the fraud resolution process.
• Safeguard client interests and enhance trust in our services.

Skills

Customer service

Call center

Fraud experience

Interpersonal skills

Communication

Problem solving

Education

High school diploma

Tools

MS Office

Job description

First Horizon Bank is seeking a Fraud Protection Hotline Specialist to be the first point of contact for clients experiencing fraudulent activities, delivering exceptional service while guiding them through resolution processes.

The role emphasizes protecting clients' interests, maintaining calm under pressure, and using strong communication to advocate for customers during investigations. This on-site position values accuracy and teamwork in a fast-paced fraud unit.