U.S. Bank Fraud Customer Service Advisor – Remote – Orlando, FL, San Antonio TX, Louisville, KY, Memphis, TN, Omaha, NE, Tulsa, OK, Birmingham, AL & Knoxville, TN in Dallas, Texas
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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
We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.
No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.
- We are currently HIRING REMOTE for January 2024 start dates with the following WORK SCHEDULE SHIFT available: 3:30pm-12:00am CST and are hiring remote in the following cities/states:
- Orlando, FL
- San Antonio, TX
- Louisville, KY
- Memphis, TN
- Omaha, NE
- Tulsa, OK
- Birmingham, AL
- Knoxville, TX
The schedule for this team includes weekend shifts , both Saturday and Sunday , every other weekend . A varying day off will be given in the middle of the week to compensate for the weekends worked.
All employees in the United States and Canada will make at least $20 per hour as part of the bank’s continued investment in its people and businesses.
- Responsibilities include:
- Answering 80-120 incoming calls and providing high quality support to our credit and debit card customers over the phones
- Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties
- Initiating fraud claims and providing information on existing fraud and dispute claims
- Partnering with multiple departments to service fraud and dispute issues
- Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups
Fraud Customer Service Representatives are scheduled to work five days per week, including every other weekend. Equitable days off are given during the week in which a weekend shift is worked. You could earn a 10% shift differential for qualifying shifts if 50% or more of the hours worked are between 4pm – 8pm.
- We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:
- Health
- Dental
- Vision
- Life insurance programs for the employee and family
- Short and Long Term Disability
- Paid time off, including the opportunity to purchase additional vacation time
- Generous tuition reimbursement program
- Banking discounts
- 401K with company match and pension programs
- Casual attire
Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed.
- Basic Qualifications
- High school diploma or equivalent
- One to two years of customer service experience
- One to two years of experience using a computer, especially Microsoft Office applications
- Preferred Skills/Experience
- Some knowledge of consumer, debit, and corporate/government card products
- Ability to identify and interpret data and resolve exceptions
- Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
- Strong verbal and written communication skills
- Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
- Proficient computer skills, especially Microsoft Office applications
- If hired as a remote employee, the following expectations would apply , as they do all employees who regularly perform work outside of a U.S. Bank location:
- General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or remote location. All company rules, policies, practices and procedures still apply.
- Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval isrequired before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.
- Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
- Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees arerequired to set up equipment in remote workspace.
- Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
- Internet : Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees arerequired to connect via ethernet, not wi-fi, for work.
- Internet Service Req uirements: High Speed internet service like fiber, cable or DSL isrequired, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
- Modem/Router Req uirements : Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection
#CSC
#USBOps
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 (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.
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 (some may vary based on role, location or hours):
- 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
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) EEO poster.
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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .
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, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 – $20.00 – $22.00
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