Fraud Hotline Agent

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Key Bank. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Location: For Those Who Work At Home, Ohio Training : Shifts during training will start at 8:00am EST. Hours: 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 (https://www.key.com/about/careers/working-with-us/benefits.html) 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 HR_Compliance@keybank.com. KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you. If you have questions about this posting, please contact support@lensa.com