Call Center Representative
Company: Axelon Services Corporation
Location: Kansas City
Posted on: January 27, 2023
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Job Description:
Job Description: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. Shift/Hours of
Operation:
Either set schedule: Sunday - Thursday or Tuesday through Saturday
or or a 4 day 10 hour shift for various days during business
hours:
Weekday hours are 1pm - 10pm and Weekend hours are 12pm - 9pm.
Training Shift: First two weeks Monday - Friday 8:00AM - 5:00 PM.
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 Office environment
Keywords: Axelon Services Corporation, Kansas City , Call Center Representative, Other , Kansas City, Kansas
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