Remote Fraud Call Center Representative - Puerto Rico
About The Position
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. As a Customer Service Representative II, you will be responsible for the resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. These individuals work in a fast-paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, perform account maintenance, and look for opportunities to deepen relationships through digital solutions.
Requirements
- Must be proficient in English.
- Must reside in Puerto Rico to be considered.
- Must be at least 18 years old and possess a High School Diploma or equivalent.
- Must have 6 months of Customer Service, Call Center or Dispatch experience.
- Complete a background check, credit check, and security fingerprinting.
- Working knowledge of computers and Windows applications.
- Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support).
- Must maintain an average quiz score of 80%+ and complete all required E-Learning training.
- Must have a secure, reliable high-speed internet connection, including a verified speed test of at 50 download Mbps & 10 upload; (no Wi-Fi).
- Must maintain a dedicated work area with a desk, chair, power access, and a direct LAN (wired) connection.
Nice To Haves
- 6 months of experience in the banking or financial industry.
Responsibilities
- Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns.
- Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed.
- Process fraud claims and disputes per client guidelines.
- Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach.
- Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system.
- Support team operations with other duties and tasks as assigned.
Benefits
- Work From Home
- Paid Training
- Incentive Plan: Potential to earn up to an additional $350 per month after training by meeting performance metrics.
- Full Benefits: Comprehensive benefit options and a great work environment that values your success
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
