CUSTOMER SERVICE REP I - FRAUD PH 11.24.2026 (Onsite)

CBE Companies; Taguig; In loco; PHP 201.000 - 268.000; Tempo pieno

Descrizione del lavoro

CBE Companies is seeking a Customer Service Representative - Fraud to act as the frontline voice for our client on the phone, handling inbound and outbound calls to help solve problems and prevent fraud while protecting the client's brand.

The role requires clear verbal and written English, a high school diploma, and preferably 1 year in call center or related fields; you will navigate multiple systems, document cases, and work with a team to maintain security and customer satisfaction.

Competenze

• High School Diploma or its equivalent; 1 year of call center, collections, customer service, or telemarketing experience preferred.
• Proficient verbal and written English communication with customers.

Mansioni

• Reduce fraud losses while maintaining customer experience and protection.
• Analyze account processes and transactions to identify undetected frauds and correlated activities.
• Review, identify and deter fraudulent activity.
• Monitor trends to differentiate between legitimate and fraudulent orders.
• Handle inbound and outbound calls related to potentially fraudulent activities.
• Use multiple tools to determine Fraud/Not Fraud decisions and document actions.

Conoscenze

Verbal communication

Written communication

Customer service

Formazione

High School Diploma

Descrizione del lavoro

Job Description: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 languageB. PURPOSE OF THE POSITIONAs 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 indicatorso Excellent at building customer relationships and creating a good customerexperience thru the Fraud Prevention Process, as measured by the QualityMonitoring processo Attention to detailo Ability to be coached and apply coaching feedbacko Willingness to learn and help otherso Tolerance for repetitive worko Successfully demonstrates the ability to work in a fast-paced environmento Successful compliance related to attendance requirements and work schedule adherence.o Positive attitude with the ability to remain calm in stressful situationso 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. Reasonableaccommodations will be provided to qualified individuals with disabilitieso 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 Durationo Must be able to occasionally move about inside the office to access officemachinery, file cabinets or attend meetings.o Must be able to operate a computer and other office productivity machinery, suchas 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 withcorporate 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 Contributiono Effective Measuresa. Guided Flow Utilizationb. Case Efficiencyo AHTo Schedule Adherenceo Call Quality Standardso 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.