Transaction Processing Associate IV

Conduent•San Antonio, TX

2d•$21•Onsite

About The Position

As a Fraud Investigation Services Team Lead, you will play a crucial role in supporting our agents as the first point of contact. Additionally, you will be responsible for assisting them with any doubts they may encounter, creating reports, and working with various platforms and databases in a fast-paced environment. This role emphasizes the use of leadership and empathic values to drive performance and foster a positive team dynamic.

Requirements

Must be at least 18 years of age or older.
Must have a High School Diploma, or GED
A minimum of 1 year experience in Customer Services, Fraud or banking
All internals must have 6 months experience in your current role.
Must be able to successfully pass a criminal background, credit check, and a security fingerprint.

Nice To Haves

The ability to convey complex information in clear and concise terms to ensure customer understanding.
Strong work ethic.
Effective and accurate written and verbal communication skills.
Effective problem-solving skills.
Can navigate multiple applications and research solutions with ease.
Love helping people and guiding them to the best solution for their issue.
Are excited by innovative technology.
Provide calm conflict resolution and problem solving for frustrated customers.
Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers.
Can commit to 100% attendance for three to five weeks of paid training.

Responsibilities

Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors and CSRs.
Drive compliance to Call Center call handling procedures with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of the Call Monitoring Systems.
Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
Identifies and mitigates risk exposure to the project profits that include fraud prevention and detection
Possess good writing skills and be able to communicate effectively to clearly convey status updates and report system and procedural issues.