Customer Service Representative- Fraud - Remote

CBE Companies is looking to fill Remote Customer Service Representative positions! This position is a customer service role focused on representing the client to consumers, preventing fraud through effective relationship building and problem solving.

Responsibilities:

• Reduce fraud losses while focused on customer experience and protection
• Analyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud)
• Reviews, identifies and deters fraudulent activity
• Look for trends to proactively identify characteristics of “good” vs. “fraudulent” orders
• Receive inbound calls and make outbound calls related to potentially fraudulent activities
• Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision
• Excellent verbal and written communication skills
• Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time
• Able to work flexible work schedule, required weekends and holidays as needed
• Achieve the schedule adherence and compliance expectations
• Meet productivity and call quality standards as set by the business
• Dispute resolution and customer escalation process to be followed consistently
• Adhere to all guidelines and requirements as set forth by individual clients
• Must be able to retain training concepts through a 6 week training program and apply all concepts when starting on the production floor
• Definition of Success in this position: Achieve all key performance indicators
• Excellent at building customer relationships and creating a good customer experience thru the Fraud Prevention Process, as measured by the Quality Monitoring process
• Attention to detail
• Ability to be coached and apply coaching feedback
• Willingness to learn and help others
• Tolerance for repetitive work
• Successfully demonstrates the ability to work in a fast-paced environment
• Successful compliance related to attendance requirements and work schedule adherence
• Positive attitude with the ability to remain calm in stressful situations
• Flexible to schedule changes
• The Company reserves the right to change or assign other duties to this position as appropriate
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities
• Must be able to remain in a stationary seated position up to 85% of the work shift
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine
• Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations
• Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures
• Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries

Requirements:

• Excellent verbal and written communication skills
• Able to work flexible work schedule, required weekends and holidays as needed
• Achieve the schedule adherence and compliance expectations
• Meet productivity and call quality standards as set by the business
• Dispute resolution and customer escalation process to be followed consistently
• Adhere to all guidelines and requirements as set forth by individual clients
• Must be able to retain training concepts through a 6 week training program and apply all concepts when starting on the production floor
• Achieve all key performance indicators
• Excellent at building customer relationships and creating a good customer experience thru the Fraud Prevention Process, as measured by the Quality Monitoring process
• Attention to detail
• Ability to be coached and apply coaching feedback
• Willingness to learn and help others
• Tolerance for repetitive work
• Successfully demonstrates the ability to work in a fast-paced environment
• Successful compliance related to attendance requirements and work schedule adherence
• Positive attitude with the ability to remain calm in stressful situations
• Flexible to schedule changes
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities
• Must be able to remain in a stationary seated position up to 85% of the work shift
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine
• Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations
• Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures
• Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries
• High School Diploma or equivalent
• Six months of Customer Service Experience
• One year of experience in a Windows based computer environment
• Background Check required