Fraud and Dispute Intake Specialist
U.S. Bank
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
In this role, you will be the first point of contact for our Fraud and Dispute Intake Team. This team takes inbound calls to support customers with new and existing fraud and dispute claims including ACH, ATM, Wire Transfer, and Zelle transactions. You will work in a highly collaborative and fast-paced environment where customer service is our passion. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.
Responsibilities:
Process and respond to U.S. Bank customer inquiries using multiple systems to provide accurate account information while delivering every interaction with professionalism and care. Successful bankers show genuine interest in customers, ask thoughtful questions to understand their concerns, and identify how U.S. Bank can support their financial needs. Contact Center Experience Specialists also present helpful options to make banking easy and convenient while always putting the customer first.
We serve customers around the clock, so occasional weekend or holiday availability helps us keep customers protected.
- High school diploma or equivalent
- Typically has a minimum of nine months of Contact Center customer service training/experience, 18 months of prior customer service or related experience, and has successfully completed specialized skill training
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Proven time management skills / ability to multitask
- Experience interacting positively with unsatisfied customers
- Strong communication skills including speaking clearly, accurately, and with a pleasant tone while using common conversational courtesies
- Proficient computer navigation skills using a variety of software including Microsoft Office applications
- Ability to understand and implement Regulation E policies and procedures
Location expectations
This role is designated as U.S. home-based remote.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Review our full benefits available by employment status here.
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $20.91U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.