Description:

AAS is a specialty team established to handle all customer communications involving compromised accounts. The AAS Team is responsible for ensuring that customers get clear, consistent, and accurate information, as well as guidance on how to return their accounts to a secure status. This position utilizes excellent customer service and problem-solving skills related to various fraud-prevention/detection alerts to identify potential risks and/or losses; appropriately researches and resolves problems relating to customer accounts and inquiries including but not limited to account restrictions related to fraud; meets established performance expectations; proactively learns and remains up-to-date with the Company's products and services.

Job Requirements:

Interact with customers, associates, and other fraud stakeholders under the general direction of a Customer Service Manager. The primary focus of this position is to respond to complicated and challenging issues dealing with account restrictions related to fraud. Work closely with case managers and/or investigators and communicate with customers any processes necessary in resolving pending cases. Assist in the reactivation process of accounts that are currently restricted due to fraud, while providing excellent service to customers across all tiers and business functions. Interact with a wide variety of associates in Customer Service, Research and Resolution, Technical Support, and Operations department regularly in the process of problem resolution.

• Carry out duties with attention to Customer Satisfaction, Adherence, Efficiency, and Reliability.
• Identify and communicate new fraud scenarios and/or process gaps to management as observed during ongoing review of customer accounts and help with testing new parameters and profiles within the fraud detection systems.
• Manage Fraud related activities and functions across all customer segment and tiers; while providing exemplary service to our Premium, Executive Services and other high value customers.
• Troubleshoot and resolve issues relating to advanced/ specialized products and services.
• Assist the department in responding to customer inquiries related to an advanced product and/or a specialty area.
• Assist in non-customer interaction initiatives that help streamline processes and business operations.
• Interact with customers via multiple channels such as inbound or outbound phone calls, chat, and email (Secure Message)
• Adhere to a high level of service and customer satisfaction while in a dynamic environment.
• Respond and research inquiries within area of expertise.
• Performs secondary duties as defined by Manager within their area of specialty.
• Ability to act calmly and with professionalism in a volatile business environment with minimal supervision.
• Outstanding oral and written communication skills.
• Positive and professional customer service attitude and work ethic.
• Complete understanding of the securities industry, including equity and option trading, and a thorough understanding of product information.
• Outstanding problem resolution, troubleshooting and training skills.
• Ability to work flexible shift assignments and additional hours as required when business needs dictate.
• Knowledge of E*TRADE policies and procedures.
• Excellent E*TRADE Customer Service and product knowledge.

Qualifications:

Requirements:

Minimum Required Education, Certification, Training:

• Series 7 and 63 preferred
• College Graduate or minimum of 2 years college degree