Customer Service Representative I - (Fraud Prevention)

CBE Companies PH Inc; Taguig; In loco; PHP 180.000 - 300.000; Tempo pieno

Descrizione del lavoro

CBE Companies PH Inc. is seeking a Customer Service Representative - Collections/Fraud Prevention to represent the client on calls with consumers in Manila.

You will handle inbound and outbound calls, verify information, and use multiple systems to prevent fraud while maintaining a positive customer experience. The role emphasizes accuracy in documenting activities, working with teams, and following client guidelines.

Competenze

• High School Diploma or its equivalent.
• 0–1 year of call center collections, fraud prevention, customer service, or telemarketing experience preferred.
• Proficient in English, both spoken and written.
• Strong problem-solving skills to identify root causes.
• Excellent verbal and written communication abilities.
• Willingness to work flexible schedules, including weekends and holidays as needed.
• Able to learn quickly and apply coaching feedback.
• Tolerance for repetitive tasks in a fast-paced environment.

Mansioni

• Reduce fraud losses while focusing on customer experience and protection
• Analyze account processes and transactions to identify undetected frauds and correlated activities
• Review, identify, and deter fraudulent activity
• Look for trends to proactively identify characteristics of good vs. fraudulent 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
• Accurately document accounts in a timely manner on the computer while speaking to the customer; meet productivity and call quality standards
• Follow dispute resolution and customer escalation process consistently
• Adhere to all guidelines and requirements as set forth by individual clients

Conoscenze

Verbal communication

Written communication

English proficiency

Problem solving

Coaching adaptability

Fast-paced environment

Formazione

High School Diploma

Descrizione del lavoro

About the role

As a Customer Service Representative - Collections/Fraud prevention, you will be representing the client on the phone to the consumer. Inbound and Outbound calling efforts will consist of using effective 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.

Key responsibilities

• Reduce fraud losses while focused on customer experience and protection
• Analyze account processes and transactions to identify undetected frauds and correlated activities
• Review, identify, and deter fraudulent activity
• Look for trends to proactively identify characteristics of good vs. fraudulent 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
• Accurately document accounts in a timely manner on the computer while speaking to the customerMeet productivity and call quality standards as set by the business
• Follow dispute resolution and customer escalation process consistently
• Adhere to all guidelines and requirements as set forth by individual clients

About you

• High School Diploma or its equivalent
• 0-1 year of call center collections, fraud prevention, customer service, or telemarketing experience preferred
• Proficiently communicate verbally and in writing with customers using the English language
• Problem solving skills to identify root cause to accurately recommend solutions
• Excellent verbal and written communication skills
• Able to work flexible work schedule, required weekends and holidays as needed
• Ability to be coached and apply coaching feedback
• Willingness to learn and help others
• Tolerance for repetitive work
• Ability to work in a fast-paced environment