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Fraud Service Rep - Call Center

Company: CBE Companies
Location: Clarksville
Posted on: September 22, 2022

Job Description:

DescriptionCBE Companies is looking to fill Fraud Service Representative positions for our new Call Center in Clarksville, TN! CBE is proud to be an InHerSight Top 20 Business Service Employer and Training Magazine Top 100! This position is a customer service role.As a Fraud Analyst, you will be representing the client on the phone to the consumer. Inbound and outbound calling efforts will consist of using effective relationship building skills to partner with the customer and help problem solve to prevent fraud. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. Our efforts focus on protecting the client's brand reputation and creating a positive customer experience. DUTIES AND RESPONSIBILITIESReduce fraud losses while focused on customer experience and protectionAnalyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud)Reviews, identifies and deters fraudulent activity Look for trends to proactively identify characteristics of "good" vs. "fraudulent" ordersReceive inbound calls and make outbound calls related to potentially fraudulent activitiesAnalyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision. Excellent verbal and written communication skillsAccurately document accounts in a timely manner on the computer while speaking to the customer at the same time.Able to work flexible work schedule, required weekends and holidays as neededAchieve the schedule adherence and compliance expectationsMeet productivity and call quality standards as set by the businessProvide excellent customer service to internal and external customersDispute resolution and customer escalation process to be followed consistentlyAdhere to all guidelines and requirements as set forth by individual clientsMust be able to retain training concepts through a 4-5 week training program and apply all concepts when starting on the production floorDefinition of Success in this position:Achieve all key performance indicatorsExcellent at building customer relationships and creating a good customer experience thru the Fraud Prevention Process, as measured by the Quality Monitoring processProviding excellent customer serviceAttention to detailAbility to be coached and apply coaching feedback Willingness to learn and help othersTolerance for repetitive workSuccessfully demonstrates the ability to work in a fast-paced environmentSuccessful compliance related to attendance requirements and work schedule adherence.Positive attitude with the ability to remain calm in stressful situationsFlexible to schedule changesThe Company reserves the right to change or assign other duties to this position as appropriateMust be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.Must be able to remain in a stationary seated position up to 85% of the work shift.Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulationsMust be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.RequirementsEDUCATION AND EXPERIENCE PREFERENCES High School Diploma or equivalent.Six months of Customer Service ExperienceOne year of experience in a Windows based computer environment. CBE Companies is an Equal Opportunity/Affirmative Action Employer. CBE Companies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender (including gender identity and transgender status), genetic information, disability, veteran status or other protected statuses in accordance with applicable federal, state and local laws. Background checks and drug testing required for some positions.#ctn1

Keywords: CBE Companies, Clarksville , Fraud Service Rep - Call Center, Sales , Clarksville, Tennessee

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