About this role
Location:
For Those Who Work At Home, OhioHours: A variety of shifts are available. Shift start times are between 10:00am and 12:30pm EST.
Job Brief:
The Fraud Hotline is the central unit to receive inbound retail fraud calls and create alerts for review within the Fraud Department. The Specialists are the liaison between Lines of Business and the Client to ensure the necessary actions are taken to prevent additional fraudulent activity as well as the initiating and accurately documenting of all claims/alerts. This position will work closely with various departments under the fraud umbrella and report directly to the Dept. Manager, Operations or Section Manager. A Team Lead will oversee the day-to-day activities and operations.
Roles and Responsibilities
Receive inbound calls regarding retail fraud from internal teams, clients, and external institutions.
Act as the main liaison between various business lines and clients to facilitate fraud prevention.
Review account activity, place security holds, and set up passcodes as necessary.
Create, document, and escalate fraud alerts, and build case files for investigation.
Provide timely information to clients regarding their claims.
Collaborate with different departments within the fraud division.
Complete forms to return unauthorized items and perform other tasks or special projects as needed.
Other duties assigned
Required Qualifications
High School Diploma or GED equivalent
Minimum 1 year experience in banking, branch operations, fraud analysis or call center functions
Strong ability to meet production goals and manage multiple tasks efficiently
Ability to work independently and make decisions with minimal supervision
Excellent written and verbal communication skills
Exceptional attention to detail
Outstanding customer service abilities
This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $18.75 - $25.00 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives.Please click here for a list of benefits for which this position is eligible.
Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.
Job Posting Expiration Date: 01/29/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].
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Other facts
About KeyBank
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. To deliver on our promise, we’re committed to building a team of engaged employees who do the right thing for our clients and shareholders, and help them achieve financial wellness each and every day.
Headquartered in Cleveland, Ohio, KeyCorp is one of the nation’s largest financial services companies. Key Companies provide investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.
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KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
KeyBank is Member FDIC. Equal Housing Lender. Credit applications are subject to credit approval.
What you'll do
- The Fraud Hotline Agent receives inbound calls regarding retail fraud and acts as a liaison to facilitate fraud prevention. They create and document fraud alerts and collaborate with various departments within the fraud division.
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