Fraud Customer Service Representative

About the role

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.

What We Offer

• Full-Time Employment: Reliable schedule and stability.
• Competitive Pay: Pay is $16.75/hr which may be below your state's minimum wage. Please take this into consideration when applying.
• Shift differentials: Night Differential $1.50 extra per hour for shifts between 6 PM-6 AM all days, and/or Weekend Day Differential $1.00 on Saturday-Sunday 6AM-6PM.
• Paid Training & Overtime: Get the training you need to excel and take advantage of overtime opportunities.
• Incentive Plan: Potential to earn up to an additional $350 per month after training by meeting performance metrics.
• Career Growth: Opportunities to advance your career in a supportive, innovative environment.
• Full Benefits: Comprehensive benefit options and a great work environment that values your success.

What You'll Do

• 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.

Preferred Qualifications

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