Senior Fraud Servicing Specialist

ExlService Holdings, Inc.; Metro Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Fraud Servicing Representative in Metro Manila to handle inbound customer calls, resolve queries, and input data into our system. You will coordinate with internal departments to find timely solutions and proactively follow up on outstanding issues with clients.

The role requires strong communication, problem-solving, and customer service skills, with a focus on delivering courteous and efficient support.

Qualifications

• Inbound call handling experience with customer service focus
• Strong problem-solving and escalation management abilities
• Excellent communication and empathy when addressing customer concerns
• Ability to manage expectations and provide timely resolutions
• Coordination skills across internal teams and with clients

Responsibilities

• Handle inbound calls from customers and assist with queries (e.g., account restrictions, check verification, identity verification)
• Input customer information into the system and ensure data accuracy
• Coordinate with internal departments to resolve complex customer issues and escalate when necessary
• Proactively follow up on outstanding issues with internal teams and external clients
• Maintain courteous, consistent service aligned with quality monitoring guidelines

Job description

ExlService Holdings, Inc. is seeking a Fraud Servicing Representative in Metro Manila to handle inbound customer calls, resolve queries, and input data into our system. You will coordinate with internal departments to find timely solutions and proactively follow up on outstanding issues with clients.

The role requires strong communication, problem-solving, and customer service skills, with a focus on delivering courteous and efficient support.