Fraud Call Center Representative

About the role

Fraud Call Center Representative – Onsite (San Antonio, TX): Join our dynamic team where you become the first point of contact for our client’s customers. With paid training, competitive pay at $16.75/hr, and a range of incentives and benefits, you'll be empowered to make a real impact every day.

Responsibilities

• Efficiently manage a high volume of inbound calls in a fast-paced environment.
• Provide outstanding customer support by answering inquiries related to their accounts.
• Identify client needs and recommend solutions when fraud has been identified using comprehensive training, customer records, and our knowledge management systems.
• Analyze potential fraud and suspicious activity by monitoring card alerts and fraud prevention reports.
• Process disputes and fraud claims in line with client policies and guidelines.
• Escalate issues to the appropriate channels when a risk review, exception handling, or further analysis is needed.
• Log cases in the database, documenting actions taken and conversations with customers for accuracy.
• Maintain confidentiality by ensuring information is shared only with authorized individuals in compliance with legal requirements.
• Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations.
• Support team operations during peak times or absences to help maintain seamless service.

Requirements

• Must be at least 18 years old with a High School Diploma or equivalent.
• Must have 6 months of Customer Service, Call Center or Dispatch experience.
• Complete a background check, credit check, and security fingerprinting.
• This onsite role requires candidates to reside within a 35-mile radius of the worksite located at 2822 General Hudnell Dr., San Antonio, TX 78266.
• Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support).
• Must maintain an average quiz score of 80%+ and complete all required E-Learning training.

Preferred Qualifications

• 6 months of experience in the banking/financial industry.

Training Requirements

• Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support).
• Maintain an average quiz score of 80%+ and complete all required E-Learning training.

Benefits

• Full benefits including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.

Pay

• The estimated hourly rate for this role is $16.75, which may be below your state's minimum wage.

Schedule

• Reliable schedule and stability.

Pay Transparency

• Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Qualifications

• Must be at least 18 years old with a High School Diploma or equivalent.
• Must have 6 months of Customer Service, Call Center or Dispatch experience.
• Complete a background check, credit check, and security fingerprinting.
• This onsite role requires candidates to reside within a 35-mile radius of the worksite located at 2822 General Hudnell Dr., San Antonio, TX 78266.
• Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support).
• Maintain an average quiz score of 80%+ and complete all required E-Learning training.