Call Center Representative

LanceSoft Inc; Charlotte (NC); Remote; USD 29,000 - 33,000; Full time

Job summary

LanceSoft Inc. in Charlotte, NC (Remote) seeks an Inbound Fraud Representative to handle fraud-related calls, review accounts, and provide prompt service. You will engage with cardholders, resolve issues, and maintain trust while working evenings and at least one weekend day.

Proficiency with MS Office helps you succeed in a fast-paced call center environment. Join a team that values clear communication, problem solving, and customer focus, delivering secure financial journeys and strong client

Qualifications

• Experience in banking/financial services or call centers.
• Strong listening, communication, and customer service skills.
• Ability to analyze information and resolve issues efficiently.

Responsibilities

• Handle in-bound calls and assist clients with potential fraud issues.
• Review accounts, research concerns, and provide prompt responses.
• Build rapport with customers and collaborate with colleagues.

Skills

Call center experience

Banking/financial industry

Customer engagement

Communication skills

Problem-solving

Analytical skills

Teamwork

Tools

PowerPoint

Word

Excel

Outlook

Job description

Inbound Fraud Representative

Location: Charlotte, NC, Remote

Pay: $22.50

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. Demonstrate at least an intermediate level of computer skills.

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 finger prints as part of our selection process.

Preferred Qualifications and Skills:

• 12+ months of experience in banking or financial industry
• 12+ months experience working in a virtual environment
• 12+ months experience working in a call center environment
• 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