Fraud and Dispute Support Agent – Financial Services

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

📋 Description

• Assess disputes and chargebacks.

• Investigate potential fraudulent activities.

• Review information related to cardholders and transactions.

• Manage inbound calls for transaction verification.

• Conduct outbound verification calls when necessary.

• Monitor systems for signs of fraudulent behavior.

• Adhere to compliance and verification procedures in financial services.

• Handle cases within stipulated regulatory and program timelines.

• Accurately record information regarding cardholders, cards, transactions, and cases.

• Engage in instructor-led training, self-directed study, systems and compliance training, and live certification call-taking.

• Maintain a commitment adherence rate of 90% or above.

• Keep average handle time below 370 seconds.

• Achieve a quality assurance score above 90%.

• Ensure Voice of Customer ratings remain above 95%.

⛳️ Requirements

• Agents operate as independent contractors.

• Must provide service for 5 hours across 10 intervals on Saturdays and/or Sundays.

• During the Certification SOW, at least 10 hours / 20 intervals of service per week is required.

• Must score 90% or higher on all required assessments.

• A minimum score of 90% is required on the final assessment.

• Completion of 100% of the required self-study work is mandatory.

• Successful completion of Phase 1 is necessary.

• An average quality assurance score of at least 90% on required certification calls is expected.

• No non-negotiable quality misses are permitted.

• Completion of the Security Awareness course with a minimum score of 85% is required.

• Must have a Windows 11 computer with all updates installed.

• A minimum of 8 GB RAM is required.

• An Intel Core i5 6th generation processor or newer is necessary.

• At least 4 processor cores are required.

• Processor speed must be a minimum of 2.4 GHz.

• Dual monitors are needed.

• A hardwired Ethernet connection is mandatory.

• A hardwired USB headset with phone-quality audio is required.

• A noise-cancelling microphone is necessary.

• A webcam for certification purposes is needed.

• An Apple or Android smartphone for secondary verification is required.

• Background check, drug screening, and photo ID verification are mandatory.

• Drug screening must be scheduled within 48 hours of vendor email receipt.

• All required screenings must be completed at least 14 days prior to class commencement.

• Experience in financial services or fraud support is preferred.

• Familiarity with disputes or chargebacks is beneficial.

• Knowledge of electronic fund transfers is required.

• A typing speed of at least 40 WPM is necessary.

• Strong analytical and problem-solving abilities are essential.

• Ability to manage detailed case information accurately is required.

• Comfort with making inbound and outbound calls is necessary.

• Ability to carefully follow compliance procedures is essential.

• Ability to maintain confidentiality with sensitive financial information is required.

• A quiet and professional home workspace is necessary.

• Additional enrollment restrictions may apply based on recent banking program experience, prior certification history, current enrollments, or previous SOW terminations.

🏝️ Benefits

• Certification Pay: $7.00 per hour.

• Flexible options for available servicing intervals based on program needs and servicing requirements.

• Instructor-led training sessions.

• Opportunities for self-study and systems/compliance training.

• Participation in live certification call-taking.

• Provision of a client-provided security device, if necessary.

• No fees for the required background check and drug screening.