Fraud Monitoring Representative

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.

• Location: San Juan, Cupey

Part Time & Full Time Job Opportunities

Available Shifts 

• Saturday to Wednesday from 8:00am-5:00pm
• Saturday to Wednesday from 8:30pm-5:30am (Overnight)
• Monday to Friday from 7:00pm-4:00am (Overnight) 
• Monday to Friday from 4:00pm-9:00pm (Part Time) 

Must be able to participate in an onsite training from Monday to Friday 9am to 6pm 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 Bachelor's degree credits approved

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