Remote Fraud Call Center Representative - Puerto Rico

Conduent • Guaynabo, PR

2d • Remote

About The Position

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 at least 18 years old with a High School Diploma or equivalent.
• Must have 6 months of Customer Service, Call Center or Dispatch experience.
• Proficient in English.
• Complete a background check, credit check, and fingerprinting.
• Must have a verified, secure, reliable, and high-speed internet connection to support business needs.
• Must have an established, dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.
• Must complete an internet speed test and achieve a minimum of 50 Mbps upload and 10 Mbps download.
• Reside in Puerto Rico with legal authorization to work permanently in the United States.

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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED