Offer summary

Qualifications:

High School Diploma or GED equivalent required., Minimum 1 year experience in banking, fraud analysis, or call center functions., Strong ability to manage multiple tasks efficiently and meet production goals., Excellent written and verbal communication skills with exceptional attention to detail..

Key responsibilities:

Receive and manage inbound calls regarding retail fraud from clients and internal teams.

Act as the liaison between business lines and clients to facilitate fraud prevention.

Create and document fraud alerts, and build case files for investigation.

Collaborate with various departments within the fraud division and provide timely information to clients.

Job description

Location:

For Those Who Work At Home - Various, Ohio 44144

Hours: Most shifts do include starting at 12:30pm-9:00pm EST. Select other shifts available. Shifts during training will start at 8:00am EST.

Job Brief:

The Fraud Hotline is the central unit to receive inbound retail fraud calls and create alerts for review within the Fraud Department. The Specialists are the liaison between Lines of Business and the Client to ensure the necessary actions are taken to prevent additional fraudulent activity as well as the initiating and accurately documenting of all claims/alerts. This position will work closely with various departments under the fraud umbrella and report directly to the Dept. Manager, Operations or Section Manager. A Team Lead will oversee the day-to-day activities and operations.

Roles and Responsibilities

Receive inbound calls regarding retail fraud from internal teams, clients, and external institutions.
Act as the main liaison between various business lines and clients to facilitate fraud prevention.
Review account activity, place security holds, and set up passcodes as necessary.
Create, document, and escalate fraud alerts, and build case files for investigation.
Provide timely information to clients regarding their claims.
Collaborate with different departments within the fraud division.
Complete forms to return unauthorized items and perform other tasks or special projects as needed.
Other duties assigned

Required Qualifications

High School Diploma or GED equivalent
Minimum 1 year experience in banking, branch operations, fraud analysis or call center functions
Strong ability to meet production goals and manage multiple tasks efficiently
Ability to work independently and make decisions with minimal supervision
Excellent written and verbal communication skills
Exceptional attention to detail
Outstanding customer service abilities

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $20.00 to $22.00 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Job Posting Expiration Date: 05/30/2025

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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