Remote Transaction Processing Associate IV

Conduent State & Local Solutions, Inc•, Remote US

9d•Remote

About The Position

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Remote Transaction Processor Team Lead As a Remote Transaction Processor Team Lead, you will be responsible for overseeing a team of CSRs, acting as the first point of contact for agents to provide support for any concerns or questions they may have. We are not currently hiring in the following states/locations: AK, CA, CT, HI, IL, MA, MD, MT, NE, NJ, NY, OR, WA, Washington, D.C., and Minneapolis, MN.

Requirements

Strong written and verbal communication skills
Ability to explain complex information clearly and concisely
Excellent problem-solving and conflict-resolution abilities
Comfortable working in a structured, high-volume call environment
Efficient in navigating multiple systems and researching solutions
A passion for helping others and improving team performance
Commitment to 100% attendance during the 2-week paid training period
Must be at least 18 years old
High School Diploma or GED required
At least 1 year of experience in a call center or customer service role
A minimum of 6 months experience in your current role
Must pass a criminal background check, credit check, and security fingerprinting
Compliance with camera requirements for meetings and training.
Internet Service: Must have a verified, secure, reliable, and high-speed internet connection to support business needs.
Work Area: Must have an established, dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.
Equipment: The company will provide all necessary computer equipment
Internet Speed Test: Must complete an internet speed test and achieve a minimum of 50 Mbps upload and 50 Mbps download.
Working knowledge of computers and Windows applications.

Nice To Haves

1+ years of experience in Fraud investigation or detection

Responsibilities

Monitoring CSR call activity to ensure compliance with call handling procedures and meeting contractual call metrics.
Guiding Vector policies and procedures to ensure high-quality customer service.
Handling escalated calls and resolving customer cases professionally and efficiently.
Conducting weekly team meetings to provide performance feedback and set benchmarks.
Effectively communicating status updates, system issues, and procedural concerns to management.
Identifying and mitigating risks related to project profits, including fraud prevention through the review of alerts, reports, and investigations into new account, ACH, wire, and debit fraud.
Processing and analyzing customer fraud claims according to regulatory guidelines, including NACHA and Visa/MasterCard Operating Rules.
Monitoring high-risk account activities, such as online banking, wire transfers, ACH transactions, and debit/ATM fraud, ensuring full compliance with regulatory and operational policies.
Leading and mentoring a team of Fraud Analysts/Investigators to prevent, detect, investigate, and recover fraud cases.
Ensuring investigations comply with applicable laws, bank policies, and industry standards to minimize legal exposure.
Conducting root cause analysis to identify emerging fraud trends and advising management on the appropriate response to threats.