Fraud & Dispute CSR — Protect Customers, Resolve Fast

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

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