Fraud Customer Service Representative at Conduent State & Local Solutions, Inc

Fraud Customer Service Representative 

Onsite San Antonio, TX 

$16.75 HR 

Great Benefits and Paid Training! 

Summary:   

As an onsite Fraud Customer Service Representative, you will be responsible for the resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. These individuals work in a fast-paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, perform account maintenance, and look for opportunities to deepen relationships through digital solutions.  

What you will be doing:    

• Answer Inbound Calls from customers/clients with questions concerning and/or related to their account.   

• Respond and identifies client needs and recommends solutions when fraud has been identified by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.  

• Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting.  

• Process disputes and fraud claims in accordance with client policies and guidelines.  

• Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis.  

• Explain complicated topics in a clear and concise manner.   

• Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations.  

• Log cases in database detailing actions taken on accounts and conversations with customers.  

• Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.  

• Other duties and tasks as assigned.  

What you get:  

• Full Time Employment 

• Hourly Rate of $16.75 starting on day one 

• This position is full-time (40 hours/week). Employees must be flexible to work any of our 8-hour shift schedules during our business hours.  

• Business/Operations Hours: Monday – Sunday, 24/7  

• Paid Training  

• Differential -Shift Differential of $1.50 an hour if working hours between (6:00PM to 6:00AM) Monday - Sunday or Weekend shift differential of $1.00 an hour (Saturday - Sunday) between 6am-6pm 

• Incentive Plan - Provides the opportunity to earn up to an additional $350 a month contingent upon meeting all metrics (call quality, attendance, and schedule adherence) after training  

• Career Growth Opportunities 

• Great Work Environment 

Benefits: 

• Vacation, Sick Time, and Holiday Pay 

• Medical, Dental, Vision, Life Insurance, and additional benefits (eligible on day one)  

• 401K 

People who succeed in this role have:    

• The ability to convey complex information in clear and concise terms to ensure customer understanding.  

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives.  

• Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.  

• Successful completion of Conduent 3-to-6-week new hire paid training program.  

• Effective and accurate written and verbal communication skills.  

• Can navigate multiple applications/screens and research solutions with this would include navigating multiple computer systems and platforms.   

• You can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.    

Required Qualifications:   

• Must be at least 18 years of age or older.  

• Must have a High School Diploma, or equivalent.  

• Six-month minimum in customer/client service experience.  

• Must be able to successfully pass a criminal background, credit check, and security fingerprint.  

Preferred Qualifications:   

• 1+ years of experience in the banking/financial industry.