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Service Representative - Fraud Risk Monitor

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Date: May 10, 2019

Location: San Juan, PR

General Description

Interact with customers to provide them with information in response to their inquiries ensuring that customers receive the best service possible.  Research and resolve their service-related problems in an accurate and promptly manner.

Essential Duties and Responsibilities

Provide exceptional customer service by responding to all walk-in 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.  Retain customers who inquire about canceling products or services through open listening, negotiation and policy review. Document in detail all interactions with customers.  Provide customer education on product and services.  Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.  Adjusts complaints concerning charges or service rendered, referring complaints of service failures to designated departments for investigation.  Follow communication procedures, guidelines and policies.

Minimum Education

+ 60 Bachelor's degree credits approved


Two (2) years of experience in customer service or related experience.

Other Qualifications

  • Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service-oriented. A willingness to serve.
  • 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.).
  • This position requires working sitting down and using telephone equipment.



Analytical Discipline

Collaboration & Teamwork

Change Agent

Customer Centric

Self Development

Business Excellence


Additional Information

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.

Job Segment: Customer Service Representative, Customer Service

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