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Customer Service Representative- Fraud Representative

Company: Axelon Services Corporation
Location: Kansas City
Posted on: March 20, 2023

Job Description:

JOB TITLE: Fraud Investigator

JOB SUMMARY

The Fraud Investigator is responsible for applying fact-finding methods to investigate potential fraudulent activity, including the evaluation of transactions in Cable, Internet and Mobile Orders. The ideal candidate will seek to achieve the optimal balance between customer experience and fraud prevention through interaction with callers, and maintain that balance as the business grows and fraud trends evolve. Responsible for performing research of data and, through interaction with callers, to assist in identifying cases of potential takeover, ID Theft or abuse. Assignments are broad in nature and require the ability to make decisions and multi task.

Shifts: 1pm to 10pm Tue-Sat/ Sun-Thu Sat&Sun- 12pm-9pm
First two weeks(Training): 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.
Request additional caller documentation when required for investigation.
Complete 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 fraud, identity theft and customer validation claims.
Exceed customer expectations by understanding their specific requirements and impact.
Utilize defined metrics for tracking and reporting.
Adapt procedures, processes, tools, equipment and techniques to accomplish the requirements of the position.
Assist team leader/managers with escalated calls, emails, and corporate escalations.
Identify and present opportunities for improved operational procedures inside and outside the department to team leader and managers on an ongoing basis.
Collect, research, and validate data against relevant guidelines.
Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values

Critical thinking skills and the ability to make a decision in every investigation required
Working knowledge of cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management
Basic data analysis skills
Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high volume environment
Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers, while maintaining confidentiality
Demonstrates sound business judgment in applying proper policies, procedures and guidelines
Exhibits competent multi-tasking skills and takes initiative in diffusing challenging customer contacts
Proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint)
In depth Knowledge of the ICOMS and/or CSG billing systems, extensive knowledge of billing cycles and cross divisional procedures
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
Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
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

Education

High school diploma or GED
Bachelor's degree preferred



Related Work Experience Number of Years

Related experience in similar field and/or fraud training 3+
Experience dealing with and resolving difficult and escalated issues 3+

Skills/Abilities and Knowledge

Basic skip tracing skills preferred

WORKING CONDITIONS

100% in Office environment

Keywords: Axelon Services Corporation, Kansas City , Customer Service Representative- Fraud Representative, Hospitality & Tourism , Kansas City, Kansas

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