I take raw data from cardholder reports and fit them into VISA guidelines to try and recover funds for our cardholders.
Fraud Case Processor for US Bank
What is a typical day like for you?
A carefully planned series of events to make sure about 150 checking accounts get looked at each day, each at varies stages of the dispute process
What is the most enjoyable part of your job?
The sense of satisfaction I get when recovering money for our customers.
What is the least enjoyable part of your job?
It’s difficult to explain when things do not get resolved in our customer’s favor, and they aren’t happy about it.
Explain the path you took to get to this job (education, internships, etc.).
I have a computer science degree, but I also worked with the bank for a few years in different departments, but Fraud is a better fit for me.
Who or what was the greatest influence that set you on this path?
My Customer Service manager! She saw that I had outgrown my position and thought my current position might be a better fit.
What advice would you give others seeking a similar job?
Be willing and open to change! Otherwise, go into the place you are looking for the job in and ask if they are hiring, they will at the very least give you an application, but you might also luck out and get something more.
How does your job make a difference?
I do what I can to make it harder for the “bad eggs” of the world to steal money from our customer’s checking accounts.
How do you use science, math and technology in your job?
Technology is a big part of my job, in a typical day I’ll run at least a dozen different kinds of programs to research and update accounts.
Math is also a big part of my job, as I will need to know how a particular transaction affected a checking account, and how my credits and debits will impact my customer. We also deal with merchants from around the world so there is converting currencies, and the associated fees.
Is there one course you wish you had taken in high school but didn’t? Why?
I do wish that I had taken more advanced math classes, as I think it would make my day to day operations go faster and easier.
What makes this job right for you?
This job is right for me because I get to help people, the work is consistent yet changing, and all of my coworkers are so warm and accommodating and ready to help at the drop of a hat.
What's the most bizarre or silliest thing you’ve ever done in this job?
Usually, when people on the phone are mad at me, it’s because they get emotional about their money. But the most bizarre cardholder I had didn’t lose any money, he just wanted someone to yell at for no reason. Even when we explained this to him, and he acknowledged that he understood he had all his money, and proceeded to call me names until he asked to speak to my manager.
He then repeated the treatment on my manager, and his manager. I don’t believe he has an account with our bank any longer.
What activities do you like to do outside of work?
I really like video games. I also have a mixed breed dog that takes up a lot of my time.
You just won $10 million! What’s the first thing you’d do?
Yay! First thing, pay off my house and my credit cards, then I’d love to take a trip to Ireland, and then save the rest.