Fraud Monitoring Representative

Popular, Inc.; San Juan (PR); On-site; USD 17,000 - 22,000; Full time

Job summary

Popular is Puerto Rico’s leading financial institution with a long history of service. This role interacts with customers to resolve fraud- or security-related inquiries, verifies transactions, and authenticates callers, delivering prompt assistance on-site at our San Juan location.

The position involves inbound/outbound calls, fraud investigations, documentation, and escalation to senior staff as needed. Candidates must be bilingual (English/Spanish), detail-oriented, with at least two years in

Qualifications

• 24 approved credits or equivalent combination of education and experience.
• Two years of experience in a customer service environment, preferably call centers.
• Excellent disposition and outstanding customer service skills, including telephone etiquette.
• Bilingual English and Spanish communication skills.
• Detail-oriented with analytical skills.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Provide exceptional customer service by responding to all customer service requests, customer calls, customer emails and written correspondences.
• Build rapport with each customer. Actively listen to customers’ requests and inquires. Identify and assess customers’ needs to achieve satisfaction.
• Executes routine inbound and outbound call center activities concerning the bank products and services, using alternatives as per quick references, scripts, and established guidelines and under supervision, to meet business expectations.
• Handle inbound customer calls; complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills.
• Leverage systems to support the identification and initiation of fraud investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
• Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.
• Analyze fraud alerts and manage appropriately.

Skills

Customer service

Multitasking

Communication skills

Bilingual English/Spanish

Telephone etiquette

Education

24 approved credits or equivalent

Tools

Windows

Microsoft Office

Job description

General Description

Interact with customers to resolve inquiries regarding a fraud-or security-related concern, such as verifying flagged transactions, caller authentication, reporting an account as fraud, etc. Research and resolve their service-related problems in an accurate and prompt manner. Manage incoming calls and referrals from other departments, also generating outbound calls to validate customer transactions when necessary.

Part Time & Full Time Job Opportunities

- Location : San Juan, Cupey - On-Site

Important: Must be able to participate in an onsite training from Monday to Friday 9:00am to 6:00pm during 4 consecutive weeks in San Juan.

Essential Duties and Responsibilities

• Provide exceptional customer service by responding to all customer service requests, customer calls, customer emails and written correspondences.
• Build rapport with each customer. Actively listen to customers’ requests and inquires. Identify and assess customers’ needs to achieve satisfaction.
• Executes routine inbound and outbound call center activities concerning the bank products and services, using alternatives as per quick references, scripts, and established guidelines and under supervision, to meet business expectations.
• Handle inbound customer calls; complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills.
• Leverage systems to support the identification and initiation of fraud investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
• Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.
• Analyze fraud alerts and manage appropriately.

Education

24 approved credits or equivalent combination of education and experience.

Experience

Two (2) years of experience in a customer service environment, preferably call centers.

Other Qualifications

• Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service oriented.
• Detail-oriented with analytical skills.
• Excellent oral and written communication skills in English and Spanish.
• Ability to establish priorities and to work with multiple tasks simultaneously.
• Ability to work under pressure and with a sense of urgency, to work with a team and collaborate with others to accomplish common goals.
• Excellent interpersonal and communication skills towards customers and coworkers.
• Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, Power Point, etc.).
• Some positions may require working sitting down or standing up and using telephone equipment.

Values

• Build the Future
• Own Every Moment
• Passion for People
• Succeed Together

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.

Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at [e-mail] . This email inbox is monitored for such types of requests only . All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Are you ready for a rewarding career?

Popular is an Equal Opportunity Employer, including Disability/Vets

Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.

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