Customer Service Representative - Card Fraud

Inbound & Detection:

• Performing In depth analysis of system detected Scam and Fraud cases on inbound and outbound calls.
• Performing case analysis, strictly adhering to procedures, and coming to the right decisions.
• Holding high value conversations with our customers to ensure the right outcome.
• Liaising with different Business Units and stakeholders, putting our customers interests at the forefront

Assessment:

• Performing assessment of customer and system reported fraud disputes
• Decision and issue dispute outcomes to customers
• Identify first party fraud-related trends and report on these accordingly
• Delivering excellence in customer service and innovation in dealing with complex customer situations
• Follow the business units’ protocol, policies and procedures when completing all tasks, whilst also identifying opportunities for continuous improvement
• Operating hours: 8am-5pm (Monday-Saturday)

SKILLS & EXPERIENCE

Qualifications: N/A no qualifications needed

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible.

This will star toff as a 12 month fixed term with the possibility to move permanent

Skills:

• Punctual
• Team player
• Eager to learn
• Good phone etiquette
• Strong work ethic
• Ability to make on the spot judgment decisions
• Ability to work in a fast paced & highly regulated environment
• Passionate about our just cause of inspiring confidence & creating peace of mind

PERFORMANCE GOALS:

• Eager to develop and learn more about the dispute, refund and liability process for our customer
• Reach productivity and case output goals month on month (KPI’s)