Fraud Monitoring Representative- Part Time 1

General Description

Interact with customers to resolve inquiries regarding a fraud-or security-related concern, such as verifying flagged transactions, caller authentication, reporting an account as fraud, etc. Research and resolve their service-related problems in an accurate and prompt manner. Manage incoming calls and referrals from other departments, also generating outbound calls to validate customer transactions when necessary.

• Location: San Juan, Cupey
• Full time, Part time, Day and Overnight shift.

• Work shifts available:

  • Full time, Part time, Day and Overnight shift.
• Must be able to participate in an onsite training from Monday to Friday 9am to 6pm during 4 consecutive weeks in San Juan.

Essential Duties and Responsibilities

• Handle inbound customer calls; complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills.
• Build rapport with each customer. Actively listen to customers’ requests and inquires. Identify and assess customers’ needs to achieve satisfaction.
• Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.
• Executes routine inbound and outbound call center activities concerning the bank products and services, using alternatives as per quick references, scripts, and established guidelines and under supervision, to meet business expectations.
• Leverage systems to support the identification and initiation of fraud investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
• Provide exceptional customer service by responding to all customer service requests, customer calls, customer emails and written correspondences.
• Analyze fraud alerts and manage appropriately.

Education

24 Bachelor's degree credits approved

Experience

Two (2) years of experience in a customer service environment, preferably call centers.

Other Qualifications

• Ability to establish priorities and to work with multiple tasks simultaneously.
• Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service oriented.
• Excellent interpersonal and communication skills towards customers and coworkers.
• Detail-oriented with analytical skills.
• Excellent oral and written communication skills in English and Spanish.
• Some positions may require working sitting down or standing up and using telephone equipment.
• Ability to work under pressure and with a sense of urgency, to work with a team and collaborate with others to accomplish common goals.
• Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, Power Point, etc.).

Competencies