CSR - Fraud and Dispute (Initial/Final only)

Xerosoft INC; Taytay; On-site; PHP 279,000 - 424,000; Full time

Job summary

STACKph is a leading Philippines-based customer service organisation seeking a dedicated CSR specialising in Fraud and Dispute to join our Taytay call centre team. This role focuses on fraud investigations and dispute resolutions to protect customers and company assets.

The position emphasises Initial and Final dispute stages, requiring strong analytical abilities, clear communication, and strict confidentiality as you collaborate with internal teams to close cases while delivering excellent

Qualifications

• Proven experience in customer service or call centre, preferably with fraud or dispute exposure.
• Strong analytical and investigative skills with the ability to identify red flags.
• Excellent verbal and written communication, able to explain complex information clearly.
• High level of attention to detail with sensitive information.
• Ability to stay calm and professional with frustrated customers.
• Understanding of fraud prevention and dispute resolution processes.
• Proficiency with computer systems and call centre software.
• Strong organisational skills and ability to manage multiple cases.
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• Reliability and commitment to data confidentiality.
• Customer-focused mindset to resolve issues fairly.

Responsibilities

• Receive and investigate incoming fraud reports and dispute claims from customers.
• Conduct initial assessments of fraud allegations and disputed transactions to determine legitimacy and action.
• Document all relevant information, evidence and communications in the system for audit trails.
• Communicate findings and next steps clearly to customers with empathy.
• Liaise with internal departments to gather supporting documentation for investigations.
• Handle final dispute resolutions and communicate outcomes to customers.
• Provide customers with guidance on fraud prevention measures.
• Maintain detailed records of interactions, investigations and outcomes.
• Meet quality standards and performance metrics while delivering service.
• Escalate complex cases to senior team members when necessary.

Skills

Customer service

Fraud handling

Dispute resolution

Analytical thinking

Communication skills

Data security

Multitasking

Confidentiality

Team coordination

Customer care

Tools

CRM software

Call centre software

Job description

About the role

STACKph is seeking a dedicated Customer Service Representative specialising in Fraud and Dispute to join our dynamic call centre team in Taytay, Rizal. This is a full-time position where you will be at the forefront of protecting our customers and company by handling fraud investigations and dispute resolutions. As a CSR focused on Initial and Final dispute stages, you will play a critical role in ensuring customer satisfaction whilst maintaining the integrity of our financial operations. Your expertise in fraud detection and dispute management will directly impact our ability to safeguard both customer interests and company assets.

Key responsibilities

• Receive and investigate incoming fraud reports and dispute claims from customers with professionalism and attention to detail
• Conduct thorough initial assessments of fraud allegations and disputed transactions to determine legitimacy and appropriate action
• Document all relevant information, evidence and customer communications accurately in the system for audit trail purposes
• Communicate findings and next steps clearly to customers, maintaining empathy whilst upholding company policies
• Liaise with relevant internal departments to gather supporting documentation and evidence for dispute investigations
• Handle final dispute resolutions, including communicating outcomes to customers and processing agreed actions
• Provide customers with guidance on fraud prevention measures and best practices to protect their accounts
• Maintain detailed and accurate records of all interactions, investigations and case outcomes
• Meet quality standards and performance metrics whilst delivering exceptional customer service
• Escalate complex cases to senior team members or management when necessary

What we're looking for

• Proven experience working in a customer service or call centre environment, ideally with exposure to fraud or dispute handling
• Strong analytical and investigative skills with the ability to assess situations objectively and identify red flags
• Excellent communication skills, both verbal and written, with the ability to explain complex information clearly to customers
• High level of attention to detail and accuracy, particularly when documenting sensitive information
• Ability to remain calm and professional when handling difficult or frustrated customers
• Sound understanding of fraud prevention and dispute resolution processes
• Proficiency with computer systems and call centre software platforms
• Strong organisational skills and the ability to manage multiple cases simultaneously
• Reliability and commitment to maintaining confidentiality and data security standards
• Customer-focused mindset with a genuine desire to resolve issues fairly and efficiently

What we offer

At STACKph, we value our employees and are committed to providing a supportive and rewarding work environment. We offer competitive remuneration packages, opportunities for professional development and career progression within our growing organisation. Our call centre team benefits from comprehensive training programmes to enhance your skills and knowledge. We foster a collaborative culture where your contributions are recognised and valued. Additionally, we provide access to employee wellness initiatives and support programmes designed to promote work-life balance and overall wellbeing. Working with us means joining a company that prioritises both customer satisfaction and employee satisfaction.

About us

STACKph is a leading organisation dedicated to delivering exceptional customer service and innovative solutions. We specialise in providing reliable support across multiple channels, with a particular focus on protecting our customers through rigorous fraud prevention and dispute resolution processes. Our mission is to build trust with our customers by maintaining the highest standards of service quality and integrity. We are committed to creating an inclusive workplace where talented individuals can thrive and grow. With a strong presence in the Philippines and a customer-centric approach, STACKph continues to expand its operations whilst maintaining its core values of transparency, excellence and customer care.