Job Title: Call Center Representative (Inbound Fraud)
Location: Charlotte, NC (Remote – Candidates must reside within 60 miles or approximately 60 minutes)
Type: Contract
Description:
The Client’s Call Center Team
At the client, we're proud to be a leading consumer financing company at the heart of American commerce. From health to home, auto to retail, our products have been serving the needs of people and businesses for nearly 100 years. We provide responsible access to credit and banking products to support healthier financial lives for tens of millions of people, enabling them to access the things that matter to them.
As part of our Call Center Team, you'll have a direct impact on our customers by helping solve their problems while building relationships. Our Call Center Team is dedicated to ensuring every customer feels supported and valued. We’re here to help cardholders navigate their financial journeys, providing clear information and prompt resolutions. We believe that by empowering our team with the best tools, continuous resources, and a supportive environment we can continue to deliver exceptional service that makes a real difference.
What you’ll do as an Inbound Fraud Representative?
You'll handle in-bound calls, helping our clients and cardholders resolve their potential fraud issues. Trust is vital to building strong relationships with our customers, and in this role you’ll be essential in creating that trust. You'll review accounts, research concerns and respond promptly, and most importantly, you'll build relationships with clients, customers and colleagues.
What you’ll need to succeed
You’ll be an effective listener, with great communication skills and strong customer service skills. You must be motivated, friendly and able to take direction and run with it. You'll also need excellent problem-solving and analytical skills and thrive in a team, giving and getting support every step of the way. On top of this, you’ll need proficient computer skills, and be comfortable utilizing PowerPoint, Word, Excel and Outlook programs.
What you’ll need to be considered for this role
- 24+ months customer service experience of any kind and/or military equivalent experience.
- Demonstrate at least an intermediate level of computer skills including the ability to
Preferred Qualifications and Skills
- 12+ months of experience in banking or financial industry.
- 12+ months experience working in a virtual environment.
- 12+ months experience working in a call center environment.
- A natural ability to deeply engage with customers and clients, understand their needs, and effectively share solutions, build strong rapport and skillfully handle objections or complaints.
- Comfortable receiving ongoing performance feedback and coaching.
- Comfortable with ongoing change and learning new technology/processes.
- Highly self-motivated with excellent organizational skills, able to manage your time and tasks effectively.
- Strong decision-making and problem-solving skills.
