Morgan McKinley is currently partnering with a major Irish retail bank to hire a Fraud Analyst in their St. Stephen's Green location.
This is a 6 month Fixed Term Contract
Your Role:
- To work within a highly motivated team of fraud analysts as part of the 9am to 5pm shift of a customer facing 24 7 department (Flexi 8am to 6pm on agreement with Line Manager).
- Handle Inbound calls from customers to confirm activity as genuine or fraudulent.
- Liaise with sections of the fraud department as part of your day to day role of servicing customers.
Your Team:
Fraud Operations within the Financial Crime and Loss Prevention Unit. This specific
Role is for the Fraud Operations team and in particular the Inbound Card Call Team.
This role is reporting into the Assistant Manager/Team Leader of Inbound Card Calls
and then into the Manager of Fraud Operations.
Your Responsibilities:
- Answer inbound calls from customers in relation to activity on their credit and debit cards in a timely manner and within SLA's, with a high level of professionalism and empathy.
- Confirm activity as genuine, remove card holds, update system with notes.
- Confirm activity as fraudulent, cancel card, reissue card, carry out appropriate scripting, update notes on system, send card to next step in fraud process.
- Use the relevant technology in the specific FC area e.g. TSYS, Card-guard, Unibanks & Genesis.
- Take timely actions when particular events have been identified Gather key information in respect to particular risks & Trends. Notify / Carry out escalation process.
- Support other functions within the FC& LP function as required.
Requirements:
Essential:
- Good computer literacy in use of MS office, including Word, Excel
- An excellent telephone manner and strong on customer service
- Professionalism and Empathy
- A willingness to develop personal skills
Desired:
- Exceptional listening skills and attention to detail
- Experience in problem solving and decision making, have good judgement and ability to use your initiative
- A proven strong team player
- Knowledge of financial criminal activity would be an advantage
