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First Horizon Bank · 2 days ago

Fraud Protection Hotline Specialist

Maryville, TN

Full-time

Onsite

Entry Level

2+ years exp

First Horizon Bank is a leading regional financial services company dedicated to delivering a seamless customer experience. They are seeking a dedicated and client-focused Fraud Protection Hotline Specialist to serve as the first point of contact for clients experiencing fraudulent activities, ensuring a high standard of professionalism and empathy while safeguarding client interests.

BankingFinanceFinancial ServicesRisk Management

H1B Sponsor Likely

Responsibilities

Serve as the initial point of contact for clients reporting fraud, ensuring a high standard of professionalism and empathy

Utilize effective relationship-building skills to engage with clients on both inbound and outbound calls, discussing potentially fraudulent activities

Analyze account processes and transactions to detect undetected frauds and correlated activities

Review and identify fraudulent activities, assessing client needs and recommending appropriate solutions when fraud is confirmed

Efficiently navigate multiple systems during client interactions to gather necessary data and provide timely solutions

Accurately record all data received during client engagements to maintain comprehensive case documentation

Demonstrate strong problem-solving and analytical skills to provide resolutions promptly

Communicate effectively to deliver resolutions while ensuring a positive client experience

Proactively identify trends surrounding fraud to enhance detection and prevention strategies

Appropriately escalate items requiring further review or analysis to relevant teams

Identifies opportunities and provides feedback relating to continuous department improvement

Achieve schedule adherence and compliance expectations to maintain operational efficiency in a fast-paced environment

Maintains professionalism, sense of urgency, accountability, initiative, and a strong work ethic

Communicates professionally and effectively with all levels of staff, and business partners, both written and verbally

Qualification

Fraud detectionCustomer serviceAnalytical skillsComputer proficiencyProblem solvingCommunication skillsMultitaskingInterpersonal skillsAttention to detail

Required

High school diploma or equivalent

2+ years' experience in customer service, call center, or fraud-related roles

Strong interpersonal skills and the ability to build and maintain client relationships

Problem solving ability, and client advocacy and/or voice of the client strategy experience

Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client

Excellent computer proficiency (MS Office – Word, Excel and Outlook)

Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary client service

Excellent problem-solving, analytical, and multitasking abilities

Proficient in navigating multiple computer systems and handling complex data

Ability to work efficiently in a fast-paced environment with a focus on accuracy and detail

Ability to perform the essential job functions consistent safely and successfully with or without the ADA, FMLA and other federal, state, and local standards

Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards

Must be able to talk, listen and speak clearly on telephone

Benefits

Medical with wellness incentives, dental, and vision

HSA with company match

Maternity and parental leave

Tuition reimbursement

Mentor program

401(k) with 6% match

Company

First Horizon Bank

Glassdoor3.6

First Horizon Bank provides personal, business, and corporate banking, and private client services, to families and businesses.

Founded in 1864

Raleigh, North Carolina, USA

5001-10000 employees

https://www.firsthorizon.com/pmc

H1B Sponsorship

First Horizon Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (36)

2024 (31)

2023 (15)

2022 (17)

2021 (19)

2020 (16)