About the Company
U.S. Bank is one of the largest and most respected financial institutions in the United States. With a commitment to innovation, customer service, and community involvement, we offer a comprehensive range of financial services, including banking, investments, mortgage, trust, and payment services. We pride ourselves on creating a supportive and dynamic work environment where employees can grow and make a real impact.
Job Description
We are seeking a dedicated and empathetic Fraud Claims Intake Specialist to join our busy inbound call center team in Spokane. In this critical role, you will be the first point of contact for customers reporting suspicious account activity, unauthorized transactions, and potential fraud. You will be responsible for listening to customer concerns, gathering detailed information, accurately documenting claims, and guiding customers through the initial steps of the fraud resolution process. This position requires strong communication skills, attention to detail, and a compassionate approach to customer service during potentially stressful situations.
Key Responsibilities
- Receive inbound calls from customers reporting fraudulent activities on their accounts.
- Listen actively to customer concerns, asking clarifying questions to gather comprehensive details regarding suspicious transactions.
- Accurately document all reported fraud claims in the bank's system, ensuring completeness and compliance with internal procedures.
- Provide clear and concise information to customers regarding the claims process, expected timelines, and necessary actions they need to take.
- Educate customers on best practices for preventing fraud and protecting their accounts.
- De-escalate emotional customer situations with empathy and professionalism.
- Collaborate with internal teams, such as fraud investigators, to ensure smooth hand-off of claims.
- Maintain a high level of confidentiality and adhere to all regulatory and bank policies.
- Meet or exceed established performance metrics for call handling, accuracy, and customer satisfaction.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Exceptional attention to detail and accuracy in data entry.
- Ability to empathize with customers experiencing fraud and provide reassuring support.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a call center, customer service, or banking environment.
- Familiarity with fraud detection and prevention practices.
- Experience handling sensitive customer information.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Employee assistance programs.
- Tuition reimbursement.
- Opportunities for career growth and professional development within a large financial institution.
- Employee banking benefits.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
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Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://jobs.westfordtrust.com.
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