CUSTOMER SERVICE REP I - FRAUD PH (Onsite)

A. EDUCATION AND EXPERIENCE PREFERENCES

High School Diploma or its equivalent

1 year of call center collections, customer service, or telemarketing experience preferred

Proficiently communicate verbally and in writing with customer using the English language

B. PURPOSE OF THE POSITION

As a Customer Service Representative - Fraud, you will be representing the client on the phone to the consumer. Inbound and Outbound calling efforts will consist of using effective 2 of 3 relationship building skills to partner with the customer and help problem solve to prevent fraud. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. Our efforts focus on protecting the client’s brand reputation and creating a positive customer experience.

C. DUTIES AND RESPONSIBILITIES

Reduce fraud losses while focused on customer experience and protection

Analyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud)

Reviews, identifies, and deters fraudulent activity

Look for trends to proactively identify characteristics of “good” vs. “frauduent” orders

Receive inbound calls and make outbound calls related to potentially fraudulent activities

Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision.

Problem solving skills to identify root cause to accurately recommend solutions

Excellent verbal and written communication skills

Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.

Able to work flexible work schedule, required weekends and holidays as needed

Achieve the schedule adherence and compliance expectations

Meet productivity and call quality standards as set by the business

Dispute resolution and customer escalation process to be followed consistently

Adhere to all guidelines and requirements as set forth by individual clients

Must be able to retain training concepts through a 4–5-week training program and apply all concepts when starting on the production floor

Definition of Success in this position:

o Achieve all key performance indicators

o Excellent at building customer relationships and creating a good customer

experience thru the Fraud Prevention Process, as measured by the Quality

Monitoring process

o Attention to detail

o Ability to be coached and apply coaching feedback

o Willingness to learn and help others

o Tolerance for repetitive work

o Successfully demonstrates the ability to work in a fast-paced environment

o Successful compliance related to attendance requirements and work schedule adherence.

o Positive attitude with the ability to remain calm in stressful situations

o Flexible to schedule changes

The Company reserves the right to change or assign other duties to this position as appropriate.

3 of 3

Must be able to perform the essential job duties of the position. Reasonable

accommodations will be provided to qualified individuals with disabilities

o Must be able to remain in a stationary seated position up to 85% of the work shift.

o Must be able to obtain a 92.5% Log on Duration

o Must be able to occasionally move about inside the office to access office

machinery, file cabinets or attend meetings.

o Must be able to operate a computer and other office productivity machinery, such

as a calculator, copy machine, printer, scanner, fax machine.

o Must be able to communicate with consumers and maintain compliance with all federal, state, and local laws, rules, and regulations.

o Must be able to communicate with consumers and maintain compliance with

corporate objectives and standard operating procedures.

Must be able to exchange accurate information with co-workers, consumers and/or clientsor vendors who have work related inquiries.

D. ACCOUNTABILITY/MEASUREMENT

Measurement should consider the following:

o Profit Contribution

o Effective Measures

a. Guided Flow Utilization

b. Case Efficiency

o AHT

o Schedule Adherence

o Call Quality Standards

o Audit Performance (Internal / External)

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.

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