Customer Service Representative - Fraud Prevention

CBE Companies; Cedar Falls (IA); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

None

Job summary

CBE Companies in Cedar Falls, IA is seeking a Customer Service Representative - Fraud to represent the client on the phone and assist consumers in preventing fraud. The role involves inbound and outbound calls, navigating multiple systems, and delivering a positive customer experience while protecting the client’s brand.

The position emphasizes clear verbal and written communication in English, adherence to client guidelines, and the ability to complete a 4–5 week training program before

Qualifications

• High School Diploma or equivalent is required.
• 1 year of call center, customer service, or telemarketing experience preferred.
• Proficient in verbal and written English communication with customers.

Responsibilities

• Reduce fraud losses while maintaining positive customer experience and protection.
• Analyze account processes and transactions to identify fraud indicators and correlated activity.
• Review, identify, and deter fraudulent activity.
• Identify trends to distinguish normal from potentially fraudulent orders.
• Receive inbound or make outbound calls related to potentially fraudulent activity.
• Use internal/external tools to determine Fraud/Not Fraud decisions.

Skills

Verbal Communication

Written Communication

English Proficiency

Education

High School Diploma or equivalent

1 year experience in call center/customer service/telemarketing

Job description

Job Description:

A. EDUCATION AND EXPERIENCE PREFERENCES

• High School Diploma or its equivalent
• 1 year of call center collections, customer service, or telemarketing experience preferred
• Proficiently communicate verbally and in writing with customer using the English language

B. PURPOSE OF THE POSITION

As a Customer Service Representative - Fraud, you will be representing the client on the phone to the consumer. Inbound and Outbound calling efforts will consist of using effective 2 of 3 relationship building skills to partner with the customer and help problem solve to prevent fraud. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. Our efforts focus on protecting the client’s brand reputation and creating a positive customer experience.

C. DUTIES AND RESPONSIBILITIES

• Reduce fraud losses while focused on customer experience and protection
• Analyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud)
• Reviews, identifies, and deters fraudulent activity
• Look for trends to proactively identify characteristics of "good" vs. "frauduent" orders
• Receive inbound calls and make outbound calls related to potentially fraudulent activities
• Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision.
• Problem solving skills to identify root cause to accurately recommend solutions
• Excellent verbal and written communication skills
• Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.
• Able to work flexible work schedule, required weekends and holidays as needed
• Achieve the schedule adherence and compliance expectations
• Meet productivity and call quality standards as set by the business
• Dispute resolution and customer escalation process to be followed consistently
• Adhere to all guidelines and requirements as set forth by individual clients
• Must be able to retain training concepts through a 4-5-week training program and apply all concepts when starting on the production floor

Definition of Success in this position:

1. Achieve all key performance indicators
2. Excellent at building customer relationships and creating a good customer
   experience thru the Fraud Prevention Process, as measured by the Quality
   Monitoring process
3. Attention to detail
4. Ability to be coached and apply coaching feedback
5. Willingness to learn and help others
6. Tolerance for repetitive work
7. Successfully demonstrates the ability to work in a fast-paced environment
8. Successful compliance related to attendance requirements and work schedule adherence.
9. Positive attitude with the ability to remain calm in stressful situations
10. Flexible to schedule changes

The Company reserves the right to change or assign other duties to this position as appropriate.

D. ACCOUNTABILITY/MEASUREMENT

• Measurement should consider the following:

1. Profit Contribution
2. Effective Measures

• Guided Flow Utilization
• Case Efficiency

1. AHT
2. Schedule Adherence
3. Call Quality Standards
4. Audit Performance (Internal / External)

Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities

• Must be able to remain in a stationary seated position up to 85% of the work shift.
• Must be able to obtain a 92.5% Log on Duration
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
• Must be able to communicate with consumers and maintain compliance with all federal, state, and local laws, rules, and regulations.
• Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.

Must be able to exchange accurate information with co-workers, consumers and/or clientsor vendors who have work related inquiries.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.