Remote Fraud Customer Service Associate

Fiserv

1d•Remote

About The Position

At Fiserv, we enable payments and financial services that help clients move money securely and efficiently. The Remote Customer Service Associate will join a support team focused on resolving electronic transaction inquiries and maintaining strong client relationships. This role supports operational reliability and client satisfaction through accurate issue resolution and timely case management.

Requirements

1+ years of experience in a call center or customer service environment.
Experience analyzing data, identifying trends, and conducting thorough investigations.
High school diploma or equivalent.
This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
This role requires flexibility to work overtime that includes weekends and holidays.
This role requires the following home computer and audio equipment requirements: Speed/Stability Requirements- 30mbps download, 15mbps upload, less than 50ms average latency, cannot exceed 125ms max latency and hardwired directly to router. ISP requirements- no cellphone tower-based internet such as T-Mobile 5G or Verizon 5G home internet due to high latency and fluctuating network conditions. The only recommended Internet service types are fully wired-based connections including DSL, Broadband, Cable, and Fiber Optic services. Local Network Requirements- no community-based internet such as networks provided by apartment complexes. The issue primarily lies in CGNAT (Carrier-Grade NAT) is a variant of NAT that is used by internet service providers (ISPs) to provide internet access to their customers. CGNAT works by allowing multiple customers to share a single, public IP address. Agents should have their own ISP and their own router.
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Previous remote customer service experience.
Demonstrated stable job tenure of one year or more in each position.
Knowledge of fraud detection systems.
Experience in a customer-facing call center environment, preferably with merchants or financial institutions.
Proven experience using customer service software, CRM systems, and relevant technologies.

Responsibilities

Receive inbound fraud related calls, investigate, evaluate and process accordingly.
Monitor systems to detect possible fraudulent behavior related to card or account usage and deliver great customer experience via inbound and outbound calls with clients.
Track and take action on cases within timeframes based on regulatory guidelines and requirements, entering data into systems to accurately record and keep track of required information.
Efficiently navigate multiple systems and screens to access account details, verify client information, and conduct research to resolve inquiries.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave