Senior Fraud Intake Representative
Location:
Tampa , Florida
Posted:
January 27, 2017
Reference:
R15924
Renaissance Park 3 (42007), United States of America, Tampa, Florida

Senior Fraud Intake Representative

The Company
Capital One is a diversified bank that offers a broad array of financial products and services to consumers, small business and commercial clients. Ranked #127 on the Fortune 500, Capital One is one of the nation’s top 10 banks and has one of the most widely recognized brands in America. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company and a great place to work. 

At Capital One, we march to a different beat! While we may be a top-10 bank by deposits, we operate and innovate with the vigor of a start-up. With thousands of employees, we never lose anyone in the shuffle, but celebrate individuals with respect and exceptional benefits. And we don’t just fill positions, but recruit the best and the brightest people that know how to set industry trends and wow consumers. 

If you’ve been looking for a different kind of company then you’ve come to the right place. At Capital One, you’ll find energized, positive people all working together to accomplish one goal – customer satisfaction. At one of the “100 Best Companies to Work For,” you’ll also see a flexible work environment where great benefits start on day one. With excellence and integrity at heart, you’ll continue to grow and be challenged in the place you’ve been looking for all along. 

Join a team charged with ensuring the authenticity of customer data while serving customers with the utmost care. Our associates focus on doing the right thing with excellence as their north star. 

We are currently looking for dynamic, energetic, and detail focused associates to join Capital One as a Fraud Intake Coordinator. In this role, you will assist our customers by phone while investigating their account activity to assess risk as well as fraudulent activity that may be present. It is our department’s goal to protect customers from credit card fraud, and our associates help do this through customer contact and verifying the legitimacy of certain transactions. 

Description
This is an inbound call center. Our goal is to help our customers be protected from fraudulent activities on their account. We pride ourselves on providing world class service. We handle the inbound call volume on Capital One initiated fraud defenses.

This includes calls such as: 
- Failed Verification out of the IVR 
- Declines at point of sale 
- Mass compromise requiring us to close down an account and re-issue a new card 
- Identity concerns where the account has been opened or taken over by another party 
- Emergency Card Requests 
- Verify account activity and customer identity 

Our call center agents are responsible for moderately complex research and analysis of account activity to assess levels of fraud risk. We take appropriate corrective action through customer contact to verify legitimate usage. Excellent customer service skills are a must. 

Responsibilities

- Ability to adapt to frequently updated Policies and Procedures in response to current fraud trends
- Investigates account activity to identify fraud 
- Verify account activity and customer identity 
- Properly track and store claim information 
- Take necessary steps to resolve discrepancies and close claim in the system 
- Provide each customer with exceptional service 
- Perform in a fast paced call center environment and interact with customers by phone 
- Ability to multi-task while servicing customers, using tools/resources, and reviewing account activity 
- Investigate account activity to identify fraud while on the call with our customer 
- Verify account activity and customer identity 
- Properly note case information 
- Take necessary steps to resolve discrepancies and close case in the system 
- Handle escalated calls from other call groups 

Basic Qualifications
- High School Diploma, GED or Equivalent Certification or Military Experience 
- At least 2 years of customer service experience 

Preferred Qualifications
- 2+ years post-high school education or Associate Degree 
- 2+ years experience performing case work or 2 years experience performing phone work 
- 2+ years experience in heavy customer contact environment 
- 2+ years call center experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.


A little about us:
Headquartered in McLean, Virginia, Capital One® offers a broad array of financial products and services to consumers.

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