Fraud Resolutions Analyst

Fraud Resolutions Analyst
Henderson, NV

As a Barclays Fraud Resolutions Analyst, you’ll work closely with the Team Manager and be responsible for working reports, making customer contact through inbound and outbound channels to service account needs, identifying the root cause and effectively providing remediation to customer concerns while adhering to the policies and procedures from Disputes, Fraud Detections, and Fraud Investigations. Priorities will shift as new trends are identified and you must be willing to adapt to frequent changes and put lower priority items to the side.

Salary / Rate Minimum: $44,000.00
Salary / Rate Maximum: $58,000.00

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.

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 placing outbound phone calls to customers in an effort to service account needs effective and efficiently while delivering a high level of professional service
•    Understanding and analyzing customer needs by using active listening skills
•    Completing extensive account reviews when researching for remediation for customer needs
•    Taking full responsibility and 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
•    Being able to exercise judgement in carrying out assignments 
•    Communicating both verbally and in writing in a professional and accurate manner 
•    Carrying out additional projects and tasks as assigned

What we’re looking for:

•    Minimum of one-year experience at Barclays
•    Proven performance; minimum 3.0 MPA for 6 months
•    Capacity to 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 expertise in one or more of the following, Disputes, Fraud Investigations or Detection
•    Proficiency in Word processing/WordPerfect/Word

Where will you be working?

You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.

#LI-Hybrid

USD 44000 to 58000