Fraud Verification Specialist

OneMain Financial • Fort Mill, SC

8d

About The Position

The OMF Fraud Phone Agent (FPA) will support the Enterprise Fraud Group (EFG), Fraud Analytics and Customer Service (CS) via being an additional line of defense against Fraud. FPAs will reduce ATO Fraud loss while offering Customers real time support via applying judgmental decisions that lead to account restrictions while providing Customers with real time phone changes to Personal Information. FPAs’ real time conversations will relieve Customers of the need to provide supporting documents to EFG by email which will also facilitate Customer access to their credit line. Also, when callers fail identification, FPAs will alert the EFG team which will take appropriate actions. In addition to necessary phone work, a large part of an FPA’s focus will center on reviewing manual reports to ensure Fraud policies are being followed. In this capacity, FPAs will utilize their informed judgement to determine if accounts should be blocked. The Role Reduce Fraud Loss: Exercise sound judgment to restrict (or not restrict) accounts demonstrating suspicious attributes Improve Customer Experience: Show empathy to impacted Customers and victims of fraud; maintain the highest level of professionalism with Customers and Colleagues Take inbound calls to assist Customers with additional verification if Customers have failed initial account ID&V Make outbound calls, as necessary, to locate potential victims of Fraud Review accounts that queue on the ATO and Short Call Reports and take necessary actions to reduce risk / loss Assist Customers with light account maintenance Maintain an understanding of the departmental systems, policies and procedures; meet production, judgment and Quality goals

Requirements

• High School / GED Diploma
• 2+ years of call center experience
• Strong problem-solving skills
• Excellent research skills
• Strong verbal and written skills
• Ability to maintain confidentiality and sensitive information
• Passion for assisting Customers and Colleagues
• Positive, “Can do” attitude – be part of the solution
• Flexibility; ability to evolve with the role and procedures

Responsibilities

• Reduce Fraud Loss: Exercise sound judgment to restrict (or not restrict) accounts demonstrating suspicious attributes
• Improve Customer Experience: Show empathy to impacted Customers and victims of fraud; maintain the highest level of professionalism with Customers and Colleagues
• Take inbound calls to assist Customers with additional verification if Customers have failed initial account ID&V
• Make outbound calls, as necessary, to locate potential victims of Fraud
• Review accounts that queue on the ATO and Short Call Reports and take necessary actions to reduce risk / loss
• Assist Customers with light account maintenance
• Maintain an understanding of the departmental systems, policies and procedures; meet production, judgment and Quality goals

Benefits

• Health and wellbeing options for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off
• Paid volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees