Senior Representative, Fraud Solutions

Synchrony Global Services Philippines, Inc.; San Pedro; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Synchrony Global Services Philippines, Inc. is seeking a Senior Representative for Fraud Solutions. The role involves handling inbound calls to verify transactions on accounts flagged as suspicious and ensuring rigorous compliance with procedures.

You will process reports, communicate with retail partners, and strive to meet quality and productivity metrics while delivering excellent customer service in a hybrid work environment.

Qualifications

• 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.

Responsibilities

• Take inbound calls to verify transactions on accounts flagged as suspicious.
• Process lost/stolen reports and report unusual activity to mitigate fraud loss.
• Handle calls from retail partners/customers about referred credit applications.
• Adhere to all compliance, regulatory and internal procedures.
• Provide exceptional customer interaction and meet quality metrics.
• Make outbound calls/verify transactions on suspicious accounts.

Skills

Decision making

Interpersonal skills

Independent work

Teamwork

Conflict resolution

Time management

Microsoft Word

Microsoft Excel

Education

2nd year in College or 2-year Associate

Tools

Microsoft Word

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

Job Family Group:

Fraud Operations