Job Summary
The Account Protection Department, commonly referred to as the Fraud Department, is the area of the business that manages fraud reporting, investigation and resolution related to consumer complaints and disputes of fraudulent activity on our PLCC and Co-brand credit card accounts. Account Protection Deposit Investigators are be responsible for monitoring, processing and responding to fraud related inquiries, pended fraud evaluations (applications) and confirmed fraud claims for Deposit accounts. In addition, the Deposits Investigators are responsible for completing fraud cases on Commercial Card programs. The Investigator, utilizes various fraud detection tools to review and verify customer behavioral activity, thereby minimizing potential losses and reducing risk. Opportunities are achieved through reviewing and verifying information on existing accounts, receiving inbound and making outbound investigative phone calls to cardholders. Position requires proactive decision-making skills and excellent problem solving. The Deposit Investigator plays a key role in contributing to profitability and retaining customer loyalty while minimizing credit loss resulting from fraud.
Job Description
Essential Job Functions
Deliverables – Monitor fraud reporting and take appropriate action. Set up, Investigate, manage and complete fraud claims within required timeframe. Escalate if applicable to appropriate supervisor/manager for proper resolution (if applicable).
Customer Service – Receive incoming and make outgoing investigative and verification phone calls to customers to minimize fraud losses and risk exposure. Receive incoming calls from our consumers with pending fraud cases to provide updates. Provide courteous and professional service to customer, even in potentially escalating situations, representing Comenity/Comenity Capital in the most positive manner always. Demonstrate outstanding Verbal and Written Communication skills when working with internal and external partners via Microsoft Outlook and by phone.
Fraud Research, Review and loss reduction – Perform fraud review and verify customer activity and identify potential fraud. Receive incoming and make outgoing phone calls. Process pended fraud evaluations (applications). Review, process and respond to fraud related mail inquiries.
Documentation- Demonstrate procedural knowledge by properly documenting account in Synapsys and Alloy programs. Maintain up to date knowledge of current fraud trends and perform other duties as assigned.
Reports to: Account Protection Supervisor
Working Conditions/ Physical Requirements: Normal office environment
Direct Reports: None
Minimum Qualifications:
High School Diploma or GED or equivalent education
Six months or more experience within Account Protection
Preferred Qualifications:
Prior experience working with Consumer Deposit or Commercial accounts
Pay Range:
$18.00 – $24.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Full-time hourly associates receive two grants of Paid Time Off (“PTO”) in January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year. Hourly associates receive 72 hours of Paid Sick Leave per calendar year and pro-rated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December.