Customer Service Representative – Fraud

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Serve as the client's representative over the phone to consumers

• Conduct inbound and outbound calls concerning potential fraudulent activities

• Foster customer relationships and assist in problem-solving to mitigate fraud

• Efficiently navigate various systems while engaging with customers

• Minimize fraud losses while ensuring a positive customer experience and maintaining the client’s brand reputation

• Assess account processes, transactions, accessible information, and related activities to detect fraud

• Examine, recognize, and prevent fraudulent actions

• Identify patterns and distinctions between legitimate and fraudulent orders

• Make determinations of Fraud/Not Fraud utilizing both internal and external tools

• Precisely document accounts in a timely manner during customer interactions

• Adhere to dispute resolution and customer escalation protocols

• Achieve schedule adherence, compliance, productivity, call quality, and other essential performance metrics

• Implement training concepts upon completion of the six-week training program

• Receive coaching and integrate feedback

• Undertake additional responsibilities as assigned

⛳️ Requirements

• Must reside in Clarksville, Tennessee

• Internet service must be hardwired to the home; Wi-Fi is not acceptable

• High School Diploma or an equivalent qualification

• At least six months of customer service experience

• One year of experience working in a Windows-based computer environment

• Background check is mandatory

• Must be capable of retaining training concepts throughout a six-week training program and applying them in a practical setting

• Exceptional verbal and written communication skills

• Ability to work flexible schedules, including necessary weekends and holidays

• Proficient in operating a computer and office productivity equipment

• Must adhere to federal, state, and local laws, rules, regulations, corporate objectives, and standard operating procedures

• Ability to remain seated in a fixed position for up to 85% of the work shift

• Capable of communicating accurately with co-workers, consumers, clients, and vendors

• Must thrive in a fast-paced environment and handle repetitive tasks

• Maintain a positive attitude and stay composed in stressful situations

• Flexibility to adjust to schedule changes

🏝️ Benefits

• Paid training

• Work-from-home equipment provided

• Weekend differential pay for Saturday and Sunday work

• Weekly pay schedule

• Benefits available after 60 days of employment

• Supportive environment with strong leadership and a collaborative team atmosphere