Fraud Customer Service Representative

Conduent•San Antonio, TX

22d•Onsite

About The Position

Fraud Customer Service Representative – Onsite in San Antonio, TX. This role is the first point of contact for clients' customers, handling inbound calls related to their accounts, identifying fraud, and providing solutions. The position involves analyzing suspicious activity, processing disputes, and maintaining confidentiality while communicating empathetically and compliantly.

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.
Ready to commit to 100% attendance during our three-to-five-week paid training period.

Nice To Haves

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 claim 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.