Fraud Resolution Hotline Advisor

First Horizon Bank; Maryville (TN); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Medical with wellness incentives

HSA with company match

Tuition reimbursement

401(k) with 6% match

Job summary

First Horizon Bank is seeking a Fraud Protection Hotline Specialist to serve as the first point of contact for clients experiencing fraudulent activities. The role focuses on protecting client interests and ensuring a positive experience during the fraud resolution process.

The position requires 2+ years in customer service or fraud-related roles, strong communication, and the ability to navigate multiple systems in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• 2+ years’ experience in customer service, call center, or fraud-related roles.
• Strong interpersonal and client-relationship skills.
• Excellent verbal and written communication abilities.
• Proficient in navigating multiple computer systems.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Serve as the initial point of contact for clients reporting fraud with professionalism and empathy.
• Engage with clients on inbound and outbound calls discussing potentially fraudulent activities.
• Analyze account processes and transactions to detect frauds and related activities.
• Review and identify fraudulent activities, assess client needs and propose solutions when fraud is confirmed.
• Accurately record data during client engagements for comprehensive case documentation.
• Escalate items requiring further review to relevant teams and ensure timely resolutions.
• Identify trends in fraud to enhance detection and prevention strategies.

Skills

Customer service

Call center

Fraud awareness

Interpersonal skills

Communication

Education

High school diploma or equivalent

Tools

MS Office

Job description

First Horizon Bank is seeking a Fraud Protection Hotline Specialist to serve as the first point of contact for clients experiencing fraudulent activities. The role focuses on protecting client interests and ensuring a positive experience during the fraud resolution process.

The position requires 2+ years in customer service or fraud-related roles, strong communication, and the ability to navigate multiple systems in a fast-paced environment.