Fraud Operations Manager Jobs in Hammond, IN (NOW HIRING)

Starting Pay Rate is Based on Experience - Minimum Hourly Rate:

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING companythat's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

Department Hours: Monday-Friday 7:00 AM-8:00 PM CST, Saturday 8:00 AM-3:00 PM CST, and Sunday 10:00 AM-3:00 PM CST. Open availability to work all days and hours listed is required with this opening.

Supervisory Responsibilities: N/A

Summary: The Client Solutions Center Specialist 1 is responsible for providing outstanding client experience by responding to client inquiries. The Specialist 1 accepts calls from clients, answering questions, and addressing concerns while adhering to the bank and department standards and maintaining a polite and professional demeanor. The Client Solutions Center Specialist 1 educates clients about Centier's financial products and services and refers or sells the appropriate products and services matching the client's needs. This position requires flexibility in working evenings and some weekends.

Essential Duties and Responsibilities:

Brand Ambassador/Client Experience

• Follow Centier's Mission, Essentials of Excellence and Values in all interactions.
• Provide the highest levels of quality service to clients and perform client requested services in a friendly, positive, professional manner, always using the clients' name.
• Provide accurate, satisfactory answers to client inquiries and concerns.
• Maintain a position of trust and responsibility by keeping all customer business confidential.
• Handle and resolve client problems and complaints in a quick and efficient manner either on your own or with the assistance of management, while offering patient and empathetic assistance and support.
• Consistently follow all the key performance behaviors outlined in individual client survey service scores.
• Overall focus on owning the client experience effectively and efficiently to provide end to end servicing whenever possible.

Training and Development

• Stay up to date with pertinent information, including emails, job aids, or links that may be appropriate for the Client Solutions Center.
• Maintain files for pending and completed projects.
• Engage in personal development activities such as online learning and internal/external training to assist in career growth.
• Continuously learn and adhere to all operations, security, risk and regulatory policies and procedures; be familiar with the resources available to assist with client questions.
• Maintain a current and well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
• General understanding of the client experience in the digital account opening process to assist clients navigate the platform.

Sales and Service

• Establish rapport with clients by displaying a caring attitude, identifying their needs, recommending, and explaining solutions, handling objections, and asking for the business.
• Refer clients to online account opening platform to open and fund accounts.
• Identify and act on opportunities to refer clients to specialists in other lines of business.
• Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information.

Productivity/Efficiencies

• Act as liaison on behalf of clients with other departments to ensure full resolution.
• Complete and process forms on behalf of clients.
• Order checking and line of credit checks for current and new clients.
• Assist clients with fraud resolution including completion of disputes and fraud affidavits; escalate to Fraud Operations when necessary.
• Respond to voicemails in accordance with the Essentials of Excellence.
• Log all client interactions and relevant notes in the CRM.
• Educate clients on the bank's digital platform including navigation within the platform and the various features.
• Utilize system to perform transactions and account lookups to research and respond to client inquiries.
• Utilize the digital administrative platform to troubleshoot and resolve user digital issues; escalate to the next level when necessary.
• Follow up on client and potential client calls, when necessary, through outbound calling.
• Route calls and inquiries to appropriate branch or department as necessary.
• Review reports on a weekly and monthly basis.
• Participate in weekly coaching sessions with Team Leader.
• Continuously evaluate processes, recommending process improvements to gain efficiency and/or enhance the client experience.

Other Duties and Responsibilities:

• The position responsibilities outlined above are not meant to be construed as encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

Knowledge, Skills, and Abilities:

• Strong communication skills, both written and verbal
• Ability to work through client concerns by listening, thinking through all options, and responding appropriately.
• A patient and empathetic attitude
• Ability to multi-task and toggle between programs
• Comfortable working in a fast-paced environment
• Strong computer skills - basic working knowledge of MS Office (Word, Excel, Teams)
• Consultative skills to identify a client's financial needs.
• Strong organizational skills
• Availability to work evenings and weekends.
• High attention to detail to ensure accuracy.
• Resourcefully gain knowledge and capabilities.

Minimum Qualifications:

• High school diploma or equivalent
• Banking experience helpful
• 1-2 years customer service experience; phone experience preferred.
• High-speed internet connection required (when working remotely)

What do I do now?

• Apply with us!
• Refer this opening to others!

Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.

Equal Opportunity Employer/Disability/Veteran
Centier Bankis proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.