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Customer Service Fraud Prevention

Fraud Prevention Customer Service Representatives routinely engage card members for the purpose of verifying potential fraudulent activity on accounts identified as having potential suspicious activity identified by the various detection systems. Representatives initiate card member contact by means of an automated dialer, and/or inbound calls resulting from automated voice messages, text or email alerts. Customer Service Representatives are required to utilize specific call handling procedures for the purpose of mitigating potential fraud losses while branding the Discover Product to create a rewarding and engaging experience for our customers. 
Key Responsibilities: 

1.                  Ensure adherence to all Security related policies & procedures 
2.      Utilization of active listening skills and appropriate acknowledgment statements 
3.      Demonstrate good problem solving and relevant conversational skills 
4.      Ability to recognize and adapt to the various channels in which customer contact is initiated 
5.      Effective utilization of the various Skip Tracing tools available to assist in the authentication process 
6.      Must be flexible and adaptable to changing business needs 
7.      Ability to work in a fast paced, production oriented environment 
8.      Provide a high level of Customer Service 
9.      Perform other duties assigned to you 
10.   Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
Key Skills/ Qualifications: 
1.                  Capable of building customer loyalty through listening, relationship building, and professional and persuasive communication skills 
2.      Good analytical, verbal, and written communication skills 
3.      Must have acceptable attendance, behavior and performance 
4.      Must be adaptable and able to see the benefits of change 
5.      Must be able to multitask different computer systems at the same time, while handling call volumes 
6.      Customer Service experience