Customer Care Specialist Sr - Fraud

About the role

The Senior Customer Care Specialist is a valued member of the Executive Office of Customer Care (EOCC) Fraud team. Must use sound judgment to classify fraud concerns consistently, accurately, and in a timely manner, coordinate with internal departments to determine Fraud status, and communicate with consumers directly on their fraud concerns.

Responsibilities

• Promptly and accurately capture customer concerns in the complaint management system.
• Promptly and accurately route customer concerns, using the complaint management system, to the Enterprise Fraud Group (EFG).
• Communicate OMF fraud determinations to the consumer.
• Establishes effective, professional rapport with both internal and external customers.

Requirements

• High School Diploma or GED required
• 1-2 years of customer service experience
• Ability to manage multiple responsibilities, while adhering to the department's productivity and quality standards.
• Possess objective analytical, problem-solving skills.
• Ability to verbally communicate with internal and external customers effectively.
• Strong data entry and computer knowledge.
• Strong attention to detail and multi-tasking.

Qualifications

• WhoweAre

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days' vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)