Senior Representative, Fraud Solutions

Synchrony; Muntinlupa; Hybrid; PHP 290,000 - 379,000; Full time

Job summary

Synchrony, a leading consumer financing company at the heart of American commerce, is hiring a Senior Representative in Fraud Solutions in the Philippines. You will handle inbound calls to verify transactions on accounts flagged as suspicious, assist customers, and collaborate with retail partners to mitigate fraud while delivering clear, respectful service.

The role emphasizes compliance, accuracy, and meeting quality metrics, with outbound calls to verify activity when needed.

Qualifications

• At least 6 months of customer service experience.
• Completed at least 2nd year in college or 2-year associate.
• Excellent English verbal and written communication.
• Willing to work in a shifting schedule, weekends and holidays.
• Willing to work in a hybrid setup.

Responsibilities

• Verify suspicious activity and process transactions on flagged accounts.
• Handle inbound calls from customers and retail partners about credit applications.
• Adhere to all compliance, regulatory, and internal procedures.
• Provide excellent customer interaction and service.
• Meet or exceed call quality, handle time and productivity metrics.
• Make outbound calls to verify suspicious transactions.

Skills

Decision making

Interpersonal skills

Independent work

Teamwork

Time management

MS Word/Excel

Education

Some college or 2-year associate

Tools

Microsoft Word

Microsoft Excel

Job description

Job Description:

At Synchrony, we're proud to be a leading consumer financing company at the heart of American commerce. From health to home, auto to retail, our products have been serving the needs of people and businesses for nearly 100 years. We provide responsible access to credit and banking products to support healthier financial lives for tens of millions of people, enabling them to access the things that matter to them. We are also extremely proud to be recognized as #1 in the Philippines Best Workplaces™ 2026 Large Category by Great Place to Work Philippines®.

What you'll accomplish as a Senior Representative, Fraud Solutions:

You will be responsible in taking inbound calls from customers to verify transactions on respective accounts that have been flagged as suspicious.

What you'll do:

• Process lost/stolen reports accurately and recognize/report unusual activity on an account to ensure mitigation of fraud loss.
• Handle calls from retail partners/customers concerning referred credit applications.
• Strictly adhere to all compliance, regulatory and internal business procedures
• Provide exceptional level of customer interaction.
• Meet or Exceed call quality metrics while also balancing average handle time/ productivity metrics.
• Make outbound calls/verify transactions on accounts which have been identified as suspicious.

Skills you’ll need:

• Ability to make decisions quickly with information presented from cardholder account history.
• Strong interpersonal skills and customer service orientation
• Demonstrated ability to work independently with minimal supervision.
• Strong teamwork and conflict resolution skills
• Track record of time management and organization
• Experience using Microsoft Word and Excel

Qualifications/Requirements:

• Minimum 6 months customer service experience
• Completed at least 2nd year in College or 2-year Associate course
• Excellent English Verbal and written Communication Skills
• Amenable to work in a shifting schedule, weekends and holidays.
• Amenable to work in a hybrid set-up.

Grade/Level:

05

Job Family Group:

• Fraud Solutions
• Fraud Operations