Call Center Representative

Soho Square Solutions; Canton (OH); Remote; USD 25,000 - 33,000; Full time

Job summary

Soho Square Solutions is seeking an Inbound Fraud Representative to support customers by resolving potential fraud issues, reviewing accounts, and maintaining strong client relationships. You will communicate clearly, resolve problems, and collaborate with teammates to provide exceptional service.

Ideal candidates have at least 2 years of customer service experience, are comfortable with banking contexts, and can adapt to new tools while working in a remote-capable environment.

Qualifications

• 2+ years of customer service experience or military equivalent.
• Must live within 60 minutes or 60 miles of LOCATION to commute for in-person training and activities.
• Proficient with standard business software and able to learn new tools quickly.

Responsibilities

• Handle in-bound calls to resolve potential fraud issues and build trust with customers.
• Review accounts, research concerns, and respond promptly to inquiries.
• Build strong relationships with clients, customers and colleagues while delivering high-quality service.

Skills

Customer service

Communication

Active listening

Teamwork

Problem solving

Analytical thinking

Tools

PowerPoint

Word

Excel

Outlook

Job description

Location: Cincinnati, OH/Canton, OH (Remote – Candidates must reside within 60 miles or approximately 60 minutes)

Type: Contract

***Interviews not required/Direct offers

Description:

As part of our Call Center Team, you'll have a direct impact on our customers by helping solve their problems while building relationships. Our Call Center Team is dedicated to ensuring every customer feels supported and valued. We’re here to help cardholders navigate their financial journeys, providing clear information and prompt resolutions. We believe that by empowering our team with the best tools, continuous resources, and a supportive environment we can continue to deliver exceptional service that makes a real difference.

What you’ll do as an Inbound Fraud Representative?

You'll handle in-bound calls, helping our clients and cardholders resolve their potential fraud issues. Trust is vital to building strong relationships with our customers, and in this role you’ll be essential in creating that trust. You'll review accounts, research concerns and respond promptly, and most importantly, you'll build relationships with clients, customers and colleagues.

What you’ll need to succeed

You’ll be an effective listener, with great communication skills and strong customer service skills. You must be motivated, friendly and able to take direction and run with it. You'll also need excellent problem-solving and analytical skills and thrive in a team, giving and getting support every step of the way. On top of this, you’ll need proficient computer skills, and be comfortable utilizing PowerPoint, Word, Excel and Outlook programs.

What you’ll need to be considered for this role

• 2+ years of customer service experience of any kind and/or military equivalent experience.
• Must live within 60 minutes or 60 miles of LOCATION to ensure you’re able to commute for in-person training and occasional in-person activities.
• Demonstrate at least an intermediate level of computer skills including the ability to:
• This role will require you to work evening hours and at least 1 weekend day.
• This role requires a quiet, distraction-free environment.
• During your scheduled work time, you must be able to refrain from tending to any personal matters, including, but not limited to, answering personal phone calls or personal emails, and caring for children or others.
• You must also be able to restrict any visitors or family from your work area while you are working.
• Be willing to submit to a background investigation, and provide fingerprints as part of our selection process

Preferred Qualifications and Skills:

• 1+ years’ experience working in a virtual environment
• 1+ years’ experience working in a call center environment
• 1+ years of experience in banking or financial industry preferred
• A natural ability to deeply engage with customers and clients, understand their needs, and effectively share solutions, build strong rapport and skillfully handle objections or complaints
• Comfortable receiving ongoing performance feedback and coaching
• Comfortable with ongoing change and learning new technology/processes
• Highly self-motivated with excellent organizational skills, able to manage your time and tasks effectively
• Strong decision-making and problem-solving skills