Allegis Group - Pittsburgh, PA
posted 3 months ago
The Fraud Analyst position within the FD&R & Zelle Team is a critical role that focuses on providing comprehensive fraud support to clients. The Zelle Team operates on two shifts: the AM shift from 8:30 AM to 5 PM and the PM shift from 12:30 PM to 9 PM, Monday through Friday. The FD&R Team works on a Tuesday to Saturday schedule, as well as Sunday to Thursday from 10 AM to 7 PM. This role is essential in managing inbound and outbound communications through ticket creation and management, ensuring that fraud support is available 24/7, 365 days a year. As a Fraud Support Analyst, you will assist the Client Fraud Support Center in assessing, evaluating, and making decisions on transactional alerts that may indicate potential fraud. This involves troubleshooting and problem-solving for customers who are experiencing difficulties with retail applications on the Client's website. You will act as a liaison between the Client Fraud Support Center, other business units, and the customers, ensuring effective communication and resolution of issues. The Fraud Support Team is responsible for documenting pertinent information according to Client standards and conducting thorough research to provide resolutions or escalate issues as necessary. This role requires a strong focus on customer service, as you will be interacting with clients through various approved methods, including calls, emails, and web portals, to identify and prioritize interactions effectively.