Fraud Phone Agent
Core
Support Enterprise Fraud Group and Customer Service as a line of defense against fraud by making real-time judgmental decisions to restrict accounts, change personal information, and review manual reports to ensure policy compliance.
Role type
Fraud Phone Agent (IC)
Builds
Account restrictions, real-time phone changes for personal information, fraud loss reduction
Domain
Financial Services / Fraud Prevention
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
judgment, problem-solving, research, verbal communication, written communication, confidentiality
Preferred skills
empathy, professionalism
Technologies
departmental systems, fraud analytics tools
Responsibilities
Take inbound calls to assist customers with additional verification after failed identification; Review accounts from previous day's reports to determine if accounts should be blocked; Exercise sound judgment to restrict or not restrict accounts demonstrating suspicious attributes; Assist customers with light account maintenance; Alert EFG team when callers fail identification.
Seniority
Individual Contributor