VE - Senior Escalated Fraud Customer Support Agent (Internal)

Blueprint•Bellevue, WA

21d•$24 - $27•Hybrid

About The Position

Blueprint is looking a Senior Escalated Fraud Customer Support Agent to be part of the team. The Senior Escalated Fraud Customer Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. In addition to Fraud agent responsibilities, the Senior Escalated Fraud Customer Support Agent will play a critical role in training Fraud agents and provide ongoing coaching on Fraud reports and tickets. The Senior Escalated Fraud Customer Support Agent will also be in direct contact with our client to facilitate communications regarding trending issues and process changes.

Requirements

A minimum of 1 year of customer service experience
1+ years in customer support and/or technical troubleshooting
1+ years of experience within the Fraud team, and fully trained on all Fraud reports is required
6+ months of experience in the Billing queue and exhibit a thorough understanding of the Billing queue through ticket work
Written and verbal fluency in English language required
Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
Must be meeting performance expectations of the current role
Proficient with Microsoft Office Suite or related software
Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
Ability to function well in a high-paced, metric driven and at times stressful environment
Have a customer focus mindset - career orientation towards customer service
Excellent time management skills with a proven ability to meet deadlines
Ability and interest in conducting research on unlawful activity and utilizing resources to resolve customer inquiries
Ability to shift approach between very different ticket styles. Use LOB expertise to pivot and align response based on the type of ticket (customer v/s fraud). Exercise judgment around very sensitive decisions that can set precedent and potentially face public scrutiny
Strong analytical skills, excellent pattern recognition, and comfort with large data sets
Familiarity with online video game marketplaces and online gaming
Understanding of gaming culture, especially games with economies (MMOs for example) and auxiliary websites (such as those created by gold farmers and other scams)
Excellent interpersonal, organizational and relationship building skills
Able to perform with little or ambiguous guidance
Able to prioritize tasks and manage multiple priorities simultaneously
Able to de-escalate customer complaints
Must be able to work in a fluid, multi-cultural, close-working, diverse environment
Proven track record of successful and professional communication to key business stakeholders
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail.
Availability: Must be willing to work the 4x10 hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy. Specific work shifts may be subject to change based on business needs. Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.
Physical Requirements: Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements. Ability to sit at a workstation for extended periods, engaging with content on a monitor. Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.
Communication and Collaboration: Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients. Role may require the ability to communicate in written form other languages as specified based on engagement requirements. Openness to receiving constructive feedback and maintaining courtesy in interactions.
Independent Judgment and Time Management: Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Responsibilities

Deliver world-class customer service by following established departmental policies, processes, and standards
Manage and respond to Fraud tickets within the established SLA and performance guidelines
Respond to Fraud tickets with relevant information and directions in an organized and concise manner
Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
Communicate and explain information to the customer in writing with a focus on first-time resolution
Assist customers with purchase and refund issues, subscriptions, payment processing issues, licensing, fraud, chargebacks
Investigate and lock accounts for fraud
Identify trends and inaccuracies within the Steam store and forward to the client
Multitask between multiple tools and systems and apply information and knowledge to customer situations
Assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
Research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution
Monitor client facing tools (Matter Most) and keep up with client updates and directives
Consistently meet and exceed customer satisfaction and productivity metrics
Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic and high- transaction environment.
Coordinate internally with other teams as needed to provide feedback and help resolve issues
May be assigned to assist in other ticket queues as needed
Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
Additional duties and special projects as assigned.