Lead Specialist (Fraud Hotline) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 1/28/2020

Job Snapshot

  • Employee Type:
  • Location:
    4900 Tiedeman Road
    Brooklyn, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Fraud Hotline is the central unit to receive inbound retail fraud claims. The Fraud Hotline is a contact center environment where 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 initiating and accurately documenting of all claims/alerts. This position will report directly to the Section Manager. A Senior Specialist will oversee the day to day activities and operations.
The hours will be 10:00a –
6:30p, Mon – Fri and Saturday (9a – 5p) Saturday (9a – 5p) rotation is
required with a TBD day off on weeks you work Saturday.

Required Qualifications:

  • High school diploma or equivalent work experience required
  • 1+ years of experience in an operations role
  • PC proficient, including experience with Microsoft Office
  • Strong ability to research and analyze information
  • Excellent written and verbal communication skills
  • Superior organizational skills with proven accuracy
  • Ability to work independently and effectively; ensure individual and department performance are within service level agreements, manage problem solving, and make recommendations for complex or difficult/escalated situations with minimal oversight
  • Ability to exceed in a self-paced environment
  • Ability to handle stress and confrontational situations
  • Proven ability to manage multiple tasks simultaneously

Essential Job Function:
provide support for Corporate and Retail Clients and Financial Crime Investigators
in a call center environment. In accordance with departmental procedures and in
compliance with Federal Regulations, the specialist assumes a high level of
responsibility in taking proactive steps to prevent loss by blocking accounts
and forwarding fraud information to the appropriate parties. Perform a variety
of tasks associated with identifying suspected fraud, and potential fraud
related transactions. Perform detailed examinations on account
relationships and transaction activity in an effort to detect fraudulent
activity. Communicate, educate and support both internal and external clients
throughout the fraud process.

Some of the daily responsibilities include:
  • Receiving calls from KeyCenter personnel, Financial Crime Investigators, and Internal Departments, as well as Clients
  • Placing security holds
  • Requesting documentation
  • Reviewing account activity
  • Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups
  • Other specialized tasks and projects when required as well as other duties as assigned.

  • Associate’s Degree, or equivalent work experience
  • 2 years customer service, branch, call center, risk analysis, and/or bank operations
  • Strong knowledge of Hogan, OLDS, CE Desktop, Online Banking and/or related banking systems.
  • Solid knowledge of Online Banking, and retail and commercial banking products


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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.


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