Remote Fraud Call Center Representative - Puerto Rico
About The Position
This role is for a Remote Fraud Call Center Representative in Puerto Rico. The position requires proficiency in English and residency in Puerto Rico. The representative will handle inbound calls, chats, or emails related to multi-product fraud. This is a fast-paced environment requiring accuracy, logic, multitasking, system navigation, and clear communication to deliver a great client experience. Responsibilities include answering client questions, resolving problems, performing account maintenance, and promoting digital solutions. The company offers work from home, a reliable schedule, competitive pay, night and weekend differentials, paid training, an incentive plan, and comprehensive benefits.
Requirements
- 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 direct LAN (wired) connection.
- Must reside in Puerto Rico.
- Must be proficient in English.
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
- Paid Training
- Incentive Plan: Potential to earn up to an additional $350 per month
- Full Benefits: Comprehensive benefit options
- 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
Entry Level
Education Level
High school or GED
