[Remote] Fraud Senior Representative - Work from Home

Note: The job is a remote job and is open to candidates in USA. Capital One is a leading financial services company, and they are seeking a Fraud Senior Representative to provide exceptional customer service while working from home. In this role, you will handle customer inquiries related to fraud and security, ensuring proper follow-up and escalation of issues as necessary.

Responsibilities

• Solving cardmember inquiries regarding fraud or security related concerns
• Handling inbound servicing calls from customers; completes necessary fraud verification, includes caller authentication, transaction verification, etc. utilizing excellent customer service skills
• Collecting necessary information and completing a fraud report when the customer confirms unauthorized account activity
• Ensuring proper follow-up or escalation of account based on call outcome
• Making outbound calls to verify account activity with customers
• Actively manage and escalate risk and customer-impacting issues within the day-to-day role to management

Skills

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience
• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers
• Exercise good judgment and independent decision-making skills
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record
• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)
• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
• A private network that is password protected where you have ownership or line of sight to every device on the network
• Internet service must be provided by Cable or fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• Hardwire ethernet connection is required
• At least 2 years of customer service or call center experience

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

Company Overview