Fraud Resolutions Analyst

Fraud Resolutions Analyst
Hamilton, OH

As a Barclays Fraud Resolutions Analyst, you will work closely with the Team Manager and will be responsible for working reports, make customer contact through inbound and outbound channels to service account needs, identify the root cause, and effectively provide remediation to customer concerns while adhering to the policies and procedures from Disputes, Fraud Detections, and Fraud Investigations. This is a great opportunity for you to work in an intellectually demanding environment. 

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. 

If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances 

Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

•    Receiving inbound and place outbound phone calls to customers to service account needs effective and efficiently while delivering a high level of professional service
•    Understanding customer needs by using active listening skills
•    Completing extensive account reviews when researching for remediation for customer needs
•    Taking full ownership at initial contact or any follow-up work necessary to service the customer needs ensuring all questions are resolved in their entirety
•    Adhering to compliance regulations and Fraud Operations policies and procedures as designated by the line of business
•    Exercising judgement in carrying out assignments 
•    Communicating both verbally and in writing in a professional and accurate manner 
•    Completing additional projects and tasks as assigned

What we’re looking for:

•    Minimum of one year at Barclays
•    Proven performance; minimum 3.0 MPA for 6 months
•    Meet or exceed all KPI requirements on Quarterly Incentive
•    Trained in, all swim lanes for Detections, or Disputes, Deposits, or Investigations

Skills that will help you in the role:

•    Experience in providing presentations/public speaking
•    Knowledge and understanding of one of the following; Disputes, Fraud Investigations or Detection
•    Proficiency in Word processing/WordPerfect/Word

Where will you be working?

At Barclays, we are proud to be redefining the future of finance and here at Hamilton we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Hamilton, you’ll have every chance to build a world-class career in this world-class environment.

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