Fraud Call Center Representative

Conduent•San Antonio, TX

3d•Onsite

About The Position

Join our dynamic team as a Fraud Call Center Representative, where you will be the first point of contact for our client's customers. This onsite role in San Antonio, TX, offers paid training, competitive pay, and a range of incentives and benefits. You will manage a high volume of inbound calls, provide outstanding customer support, identify and recommend solutions for fraud, analyze suspicious activity, process disputes, and maintain confidentiality and compliance with all regulations.

Requirements

Must be at least 18 years old with 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.
This onsite role requires candidates to reside within a 35-mile radius of the worksite located at 2822 General Hudnell Dr., San Antonio, TX 78266
Ready to commit to 100% attendance during our three-to-five-week paid training period.
Must maintain an average quiz score of 80%+ and complete all required E-Learning training

Nice To Haves

An effective communicator who can clearly explain complex information.
A dedicated professional with a strong work ethic and problem-solving skills.
A customer service enthusiast who excels in navigating multiple screens and applications while guiding customers to the best solution.
6 months of experience in the banking/financial industry.

Responsibilities

Efficiently manage a high volume of inbound calls in a fast-paced environment.
Provide outstanding customer support by answering inquiries related to their accounts.
Identify client needs and recommend solutions when fraud has been identified using comprehensive training, customer records, and our knowledge management systems.
Analyze potential fraud and suspicious activity by monitoring card alerts and fraud prevention reports.
Process disputes and fraud claims in line with client policies and guidelines.
Escalate issues to the appropriate channels when a risk review, exception handling, or further analysis is needed.
Log cases in the database, documenting actions taken and conversations with customers for accuracy.
Maintain confidentiality by ensuring information is shared only with authorized individuals in compliance with legal requirements.
Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations.
Support team operations during peak times or absences to help maintain seamless service.

Benefits

Full-Time Employment
Competitive Pay: Pay is $16.75/hr
Shift differentials: Night Differential $1.50 extra per hour for shifts between 6 PM-6 AM all days, and/or Weekend Day Differential $1.00 on Saturday-Sunday 6AM-6PM.
Paid Training & Overtime
Incentive Plan: Potential to earn up to an additional $350 per month after training by meeting performance metrics.
Career Growth: Opportunities to advance your career in a supportive, innovative environment.
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