Customer Service Representative- Fraud

CBE Companies is proud to be an InHerSight Top 20 Business Service Employer and Training Magazine Top 100. This remote role focuses on protecting the client’s brand reputation and creating a positive customer experience through fraud prevention. CBE provides paid training, work-from-home equipment, and a supportive team environment.

About the role

As a Customer Service Representative, you will represent the client on the phone, handling inbound and outbound calls to prevent fraud. You’ll use relationship-building skills to partner with customers, problem-solve, and navigate multiple systems efficiently during calls.

Responsibilities

• Reduce fraud losses while maintaining a positive customer experience.
• Analyze account processes and transactions to identify undetected fraud and correlated activities (e.g., suspicious patterns leading to fraud).
• Review, identify, and deter fraudulent activity while looking for trends to distinguish "good" vs. fraudulent orders.
• Handle inbound and outbound calls related to potentially fraudulent activities.
• Analyze information using multiple internal and external tools to determine fraud status.
• Demonstrate excellent verbal and written communication skills.
• Accurately document accounts in real-time while speaking with customers.
• Work a flexible schedule, including weekends and holidays as needed.
• Meet schedule adherence, compliance, productivity, and call quality standards.
• Follow dispute resolution and customer escalation processes consistently.
• Adhere to all client-specific guidelines and requirements.
• Retain training concepts through a 6-week program and apply them in production.

Requirements

• High School Diploma or equivalent.
• Six months of customer service experience.
• One year of experience in a Windows-based computer environment.
• Ability to remain seated for up to 85% of the work shift.
• Occasional movement within the workspace (e.g., accessing office machinery, attending meetings).
• Proficiency in operating computers and office productivity tools (calculator, printer, scanner, fax).
• Strong communication skills to interact with consumers while complying with federal, state, and local laws, as well as corporate objectives.
• Ability to exchange accurate information with coworkers, consumers, clients, or vendors.
• Pass a background check.
• Meet internet connectivity requirements for this fully remote position.

Skills

• Attention to detail and ability to apply coaching feedback.
• Willingness to learn and assist others.
• Tolerance for repetitive work.
• Ability to thrive in a fast-paced environment.
• Positive attitude and ability to remain calm under stress.
• Flexibility to adapt to schedule changes.

Definition of Success

• Achieve all key performance indicators (KPIs).
• Build strong customer relationships and deliver a positive experience through the fraud prevention process, as measured by quality monitoring.
• Maintain compliance with attendance and schedule adherence requirements.

Pay

Starting rate: $13–$15 per hour, depending on shift. Weekend differential for Saturday and Sunday shifts. Weekly pay.

Benefits

Benefits available after 60 days of employment.