Fraud Customer Service Representative
Conduent
- San Antonio, TX
- $16.75 per hour
- Permanent
- Full-time
- Answer Inbound Calls from customers/clients with questions concerning and/or related to their account.
- Respond and identifies client needs and recommends solutions when fraud has been identified by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
- Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting.
- Process disputes and fraud claims in accordance with client policies and guidelines.
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis.
- Explain complicated topics in a clear and concise manner.
- Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations.
- Log cases in database detailing actions taken on accounts and conversations with customers.
- Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
- Other duties and tasks as assigned.
- Full Time Employment
- This position is full-time (40 hours/week). Employees must be flexible to work any of our 8-hour shift schedules during our business hours.
- Business/Operations Hours: Monday – Sunday, 24/7
- Hourly Rate of $16.75 starting on day one
- RBC Incentive Plan - opportunity to earn up to $350 a month, based on metrics and performance after training.
- Shift differential of $1.50 per hour if working hours between (6:00PM to 6:00AM) & Weekend shift differential of $1.00/hr
- Paid Training
- Training Schedule: Monday-Friday (9am-6pm)
- Benefits
- Vacation, Sick Time, and Holiday Pay
- Medical, Dental, Vision, Life Insurance, and additional benefits (eligible on day one)
- 401K
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
- Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
- Successful completion of Conduent 3-to-6-week new hire paid training program.
- Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
- Effective and accurate written and verbal communication skills.
- Can navigate multiple applications/screens and research solutions with This would include navigating multiple computer systems and platforms.
- Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.
- Has 1+ years of customer/client service experience, including experience handling difficult client situations.
- Must be at least 18 years of age or older.
- Must have a High School Diploma, or equivalent.
- 1+ years of customer/client service experience.
- Must be able to pass a customer service assessment
- Must be able to successfully pass a criminal background, credit check and security fingerprint.
- 1+ years of experience in the banking/financial industry.