Fraud Monitoring Specialist (Onsite)

Popular, Inc.; San Juan (PR); Vor Ort; USD 17.000 - 22.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Multitasking

Communication skills

Bilingual English/Spanish

Telephone etiquette

Ausbildung

24 approved credits or equivalent

Tools

Windows

Microsoft Office

Jobbeschreibung

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