Specialist VI Fraud in Brooklyn, OH at Key Bank- Corporate

Date Posted: 4/12/2018

Job Snapshot

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

Job Description

Job Brief:

The Enhanced Fraud & Disputes Hotline is the central unit to receive inbound retail fraud alerts as well as Reg E/Reg Z claims for disputed and unauthorized activity related to debit and ATM cards. 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 work closely with the Disputes and Card Fraud teams and report directly to the Dept. Manager, Operations or Section Manager. A Team Lead will oversee the day to day activities and operations.

11:30am to 8pm - Monday through Friday and every 3rd Saturday.

Required Qualifications:

Candidate should possess an Associate’s Degree, or equivalent 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
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 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:

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 and dispute 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 and/or dispute process.

Some of the daily responsibilities include:

Receive calls from KeyCenter personnel, Financial Crime Investigators, and Internal Departments, as well as Clients
Contacting merchants in an effort to rectify a client's dispute
Placing security holds
Placing Lost/Stolen statuses on ATM and Debit Cards
Requesting documentation
Reviewing account activity
Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups
Filing of Reg E claims on behalf of the client
Provide clients with appropriate and timely support and information related to their claim.
Determining client's eligibility for next day provisional credit and escalating as appropriate
Other specialized tasks and projects when required as well as other duties as assigned.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


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.

JobID: 27192BR