Customer Contact Center Fraud Representative

Dovel Technologies, Inc; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Paid Holidays

401(k) Retirement Plan

Tuition Reimbursement

Job summary

Guidehouse is seeking a Customer Contact Center Fraud Representative to handle day-to-day fraud inquiries and state reporting. You will identify the proper agency, contact the agency by phone where required, and document the report and follow-up actions in the system.

This full-time in-office role requires strong communication, problem-solving, and the ability to work collaboratively in a busy contact center environment. Prior banking or lending knowledge is a plus.

Qualifications

• Minimum 1 year of relevant experience.
• Proficient with CRM systems and standard business software.

Responsibilities

• Identify the correct state agency for victims and file a report by phone or portal.
• Escalate issues as needed and document actions and agency responses.
• Navigate hold queues, leave voicemails, and await callbacks.
• Verbally report suspected fraud to intake staff and document the incident.
• Complete required written follow-up within jurisdiction deadlines.

Skills

Strong communication

Problem solving

Customer oriented

Collaborative

Adaptability

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office Suite

Excel

PowerPoint

Outlook

Job description

## Customer Contact Center Fraud RepresentativeApplylocations: US - TX, San Antoniotime type: Full timeposted on: Posted Yesterdayjob requisition id: 42288**Job Family:**Investigator**Travel Required:**None**Clearance Required:**None**What You Will Do:**As a **Customer Contact Center Fraud** **Representative,** you will be responsible for responding to day-to-day servicing inquiries surrounding fraud and State reporting. The clerical steps often vary in type or sequence, depending on the task. You will be able to escalate any recognized issues.Each report requires an agent to:* Identify the correct agency for the victim's state and, in some states, county* Place a telephone call to the agency (most states require a phone report)* Navigate hold queues, leave voicemails, and await callbacks* Verbally report the suspected incident to an intake worker* Document the report, the agency's response, and any follow-up actions* Complete any required written or portal-based follow-up within the jurisdiction's deadline**What You Will Need:*** 1+ years of relevant experience* Highschool Diploma or GED minimum education* Strong communication and problem-solving skills* Customer oriented and ability to adapt/respond to different types of program participants.* Familiarity with CRM systems and best practices* Ability to work in a collaborative environment* Technically proficient in Microsoft Office Suite - Excel, PowerPoint, Outlook* Ability to work in-office full time**What Would Be Nice to Have:*** Experience with and understanding of Financial Fraud* Bachelor's degree is highly preferred* Eager to apply strong organizational and communication skills in a professional office setting* Knowledge of banking or loan servicing**What We Offer:**Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:* Medical, Rx, Dental & Vision Insurance* Personal and Family Sick Time & Company Paid Holidays* Position may be eligible for a discretionary variable incentive bonus* Parental Leave* 401(k) Retirement Plan* Basic Life & Supplemental Life* Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts* Short-Term & Long-Term Disability* Tuition Reimbursement, Personal Development & Learning Opportunities* Skills Development & Certifications* Employee Referral Program* Corporate Sponsored Events & Community Outreach* Emergency Back-Up Childcare Program**About Guidehouse**Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [e-mail]. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact [e-mail]. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.*Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.*