Customer Service Representative II

Company: Insight Global
Location: Kansas City
Posted on: April 9, 2021

Job Description:

Insight Global is seeking a Customer Service Representative II in the Kansas City, Missouri area. The representative will specialize in investigating and identifying fraudulent transactions in wireless orders for a telecommunications company. Common fraudulent transactions include account takeover, identity theft and usage fraud. As a fraud-focused representative, candidates will be tasked with mitigating fraud by utilizing current operational processes and recommending new processes as needed. Candidates will support the development, analysis and testing of new fraud strategies, partnering with business unit subject matter experts, as well as operations partners, to create new approaches and improve risk mitigation performance. They will work in a collaborative team setting and will be expected to communicate with team members regularly to improve productivity and analysis. In addition to above, the position may also require the candidate contact customers/victims and work with other teams to co-ordinate actions on the fraud investigation. This includes maintaining accurate and complete documentation of all information necessary for the investigation. Strong skills in the Microsoft Office suite as well as a high sense of professionalism are required. The Fraud Specialist will be taking in 40-50 calls per day post-training, and will start their career in the Subscription/Identity group. Minimum Requirements- 1+ years' experience in a customer service or call center environment where they answer high-volume inbound calls (20+ per day) - Detail-oriented, self-motivated, proactive and results-driven- A team-player mentality (will be working in a collaborative group setting- Open to working nights and weekends (shift is 11AM-8PM Tuesday-Saturday or Sunday-Thursday) - Technical Aptitude (will be working in a Windows environment with 2-3 computer screens) - High school diploma or general education degree (GED) Desired Skills- Bachelor's Degree- Bilingual: Spanish speaking (fluent or native)- Experience investigating and mitigating fraud - Experience providing support to analyst teams through data extractions and manipulation for recurring and ad hoc reporting

Keywords: Insight Global, Kansas City , Customer Service Representative II, Hospitality & Tourism , Kansas City, Kansas