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

Date Posted: 10/17/2019

Job Snapshot

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

Job Description

The hours for this position will be Monday - Thursday 11:30am – 8:00pm and Friday 12:30pm – 9:00pm. Ability to work Saturday (9am – 5pm) rotation (typically every 3rd week) is required with a TBD day off on weeks you work Saturday. Candidate will need the ability to work 9:00 a.m. - 5:30 p.m. for the training period typically 30 - 45 days but can vary.

Job Brief:
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.

Essential Job Function:
Specialists 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.

Required Qualifications:
High school diploma or equivalent work experience required
1+ years of experience in an operations or customer service 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

Associate’s Degree, or equivalent work experience
2 years customer service, branch, call center, risk analysis, and/or bank operations
call center experience
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.


Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

At Key, we’re committed to diversity and inclusion in all we do. 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 email.