Customer Service Specialist - Remote | Wfh

Key Responsibilities
As a Fraud Detection Specialist at [Your Company Name], you will play a critical role in safeguarding our consumers from potential fraudulent activities involving users and transactions during phone calls. You will need to demonstrate exceptional communication skills, adaptability to various call scenarios, and a keen ability to detect patterns and trends. In this position, you will be responsible for:
Effective Communication: Communicate proficiently with consumers in an inbound, metrics-driven call center environment.
Multitasking: Navigate multiple technologies while maintaining consumer engagement, offering technical support, providing customer assistance, and sharing general information about payment transactions and customer profiles.
Fraud Analysis: Perform various forms of analysis, including pattern detection and trend identification, to spot potential fraudulent activities.
Investigation: Conduct in-depth research and investigation into users and transactions to make informed decisions.
Risk Mitigation: Exercise judgment to interdict and mitigate fraud risks by researching reasons and determining appropriate next steps.
Technical Guidance: Provide technical guidance to end users while accurately documenting decisions.
Compliance: Analyze and review OFAC (Office of Foreign Assets Control) and Memo Screening Reports to ensure compliance.
Problem-Solving: Approach problems logically and make sound judgments to ensure favorable consumer outcomes.
OFAC Utilization: Utilize OFAC lists to review alerts, identify possible matches, clear false positives, and report matches as necessary.
Consumer-Centric: Take ownership of each consumer interaction, treating them with respect, empathy, and dedication.
Risk Management: Support our company's commitment to risk management and protect the integrity and confidentiality of systems and data.
Minimum Qualifications
High school diploma
Previous experience in a banking or other call center environment
Strong problem-solving, analytical, research, and investigative skills
Excellent phone skills with a customer service orientation
Ability to work independently and manage high volumes of research cases
Excellent verbal and written communication skills
Intermediate MS Office skills
Background and drug screen clearance
Preferred Qualifications
Education and experience obtained through completion of a Bachelor’s degree or equivalent work experience in a related field
Prior experience with fraud detection or technical support, including experience in a mobile payment environment
Knowledge of OFAC, FinCen, and US financial regulatory agencies
Strong understanding of fraud prevention, detection, analysis, and mitigation
Proficiency in payments, including ACH, Debit and Credit Card systems
Physical Requirements
Working conditions consist of a standard office environment. Work is primarily sedentary and involves extensive computer usage, with occasional standing, walking, kneeling, and reaching. The ability to lift up to 10 pounds occasionally is required. Visual acuity and dexterity for handling documents and office equipment, including personal computers, are necessary. Effective communication with internal and external customers is essential.
Salary: $ 20.00 22.00 Per Hour