Fraud Protection Hotline Specialist- Bilingual

Serve as the first point of contact for clients reporting suspected fraud, handling inbound and outbound calls with professionalism and empathy. Analyze account processes and transactions to identify fraudulent activity, review client needs, and recommend appropriate solutions when confirmed. Navigate multiple systems, document case details accurately, escalate items for further review, and proactively identify fraud trends to improve detection and prevention. Maintain schedule adherence and compliance in a fast-paced environment.