Customer Service Representative- Fraud

Company: Axelon Services Corporation
Location: Kansas City
Posted on: January 26, 2023

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