Customer Service Representative- Fraud
Company: Axelon Services Corporation
Location: Kansas City
Posted on: January 26, 2023
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Job Description:
The Fraud Representative primarily handles various functions
associated with fraud and abuse. Responsibilities include but are
not limited to answering calls from both customers and
non-customers. This position consists of, but is not limited to
handling manual review calls.
Either schedule: Sunday - Thursday or Tuesday through Saturday or 4
days 10 hour shifts:
Weekday hours are 1pm - 10pm and Weekend hours are 12pm - 9pm.
First two weeks: Mon-Fri 8am - 5pm
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and
enhance the customer experience.
Leverage appropriate resources to support the identification and
initiation of fraud or abuse investigations, and ensure relevant
information is appropriately collected, analyzed, and
documented
Requests additional caller documentation when required for
investigation
Completes investigation/documentation and provides communication
back to the caller
Bring resolution to fraudulent claims by employing tools that
detect and disrupt fraud schemes
Evaluate, process, and document identity theft and customer
validation claims
Exceed customer expectations by understanding their specific
requirements and impact
Utilize defined metrics for tracking and reporting
Adapts procedures, processes, tools, equipment and techniques to
accomplish the requirements of the position
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Working knowledge of cable or telecom operations, fraud
investigation and/or detection and analysis, and laws/regulations
related to fraud and general risk management
Critical Thinking skills, ability to make decisions and communicate
them despite negative reactions
Ability to be organized, detailed, meet deadlines, manage time, and
maintain accuracy while in a fast paced, high volume
environment
Demonstrated customer interface with good negotiating skills.
Ability to make sound decisions and use proper discretion in
handling customer issues within company guidelines
Possess good verbal, written and interpersonal communication skills
in order to communicate effectively and professionally with
internal and external customers, while maintaining
confidentiality
Proficiency with Microsoft Office (Excel, Word, Outlook,
SharePoint)
General knowledge of Fraud operations, policies and procedures
Self-starter possessing the ability to work independently while
supporting a team environment
Enthusiasm and interest in Fraud, compliance and related
services
Ability to remain empathetic while communicating risk decisions,
ability to de-escalate calls when communicating difficult
messages
Must be able to work in a team environment and adhere to company
guidelines and practices.
Ability to effectively present information and respond to questions
from leaders, clients, customers, and the general public
Demonstrated working knowledge of computers, spreadsheet and word
processing software is required
Requires self-motivation, accuracy, problem solving and the ability
to perform effectively in a fast paced multi-tasking
environment
Operational knowledge of Sales & Customer Service is preferred
Ability to remain adaptable and resilient to all situations
displaying positive behavior that is aligned with Spectrum
values
Education
High school diploma or general education degree (GED)
Bachelor's degree from a four-year college or university; or
equivalent training, education or experience preferably in a field
related to fraud OR 3+ years of experience in fraud.
Related Work Experience Number of Years
Related experience in similar field and/or training 1+
Experience dealing with and resolving difficult and escalated
issues 2+
Experience in fraud or customer service preferred 2+
Keywords: Axelon Services Corporation, Kansas City , Customer Service Representative- Fraud, Hospitality & Tourism , Kansas City, Kansas
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