Customer Service Representative - Fraud at Conduent Business Solutions of Puerto Rico, Inc. summary:
As a Customer Service Representative II at Conduent, you will manage inbound client inquiries related to fraud, ensuring high levels of professionalism and accuracy. Your role involves analyzing potential fraudulent situations, resolving client problems, and providing exceptional customer service within a fast-paced environment. You will also perform account maintenance and document case resolutions while adhering to confidentiality requirements.
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Customer Service Representative II
100% - Onsite Guaynabo, PR
$12.10 HR
Opportunity to earn an additional $350 per month.
Great Benefits and Paid Training!
Summary:
As a Customer Service Representative II, you will be responsible for the resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. These individuals work in a fast-paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, perform account maintenance, and look for opportunities to deepen relationships through digital solutions.
What you will be doing:
- Answer Inbound Calls from customers/clients with questions concerning and/or related to their account.
- Respond and identifies client needs and recommends solutions when fraud has been identified by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
- Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting.
- Process disputes and fraud claims in accordance with client policies and guidelines.
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis.
- Explain complicated topics in a clear and concise manner.
- Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations.
- Log cases in database detailing actions taken on accounts and conversations with customers.
- Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
- Other duties and tasks as assigned.
What you get:
- Opportunity to earn up to $350 per month, based on metrics and compliance.
- Full Time Employment.
- This position is full-time (40 hours/week). Employees must be flexible to work any of our 8-hour shift schedules during our business hours.
- Business/Operations Hours: Monday – Sunday, 24/7
- Hourly Rate of $12.10 starting on day one
- Shift differential of $1.50 per hour if working Monday-Friday between 6:00PM to 6:00AM.
- Shift differential of $1.00 per hour if working on Saturdays and Sundays.
- Paid Training
- Training Schedule: Monday-Friday
Benefits
- Vacation, Sick Time, and Holiday Pay
- Medical, Dental, Vision, Life Insurance, and additional benefits (eligible on day one)
- 401K
People who succeed in this role have:
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
- A commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
- Successful completion of Conduent 3-to-6-week new hire paid training program.
- Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
- Effective and accurate written and verbal communication skills.
- Can navigate multiple applications/screens and research solutions with This would include navigating multiple computer systems and platforms.
- Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.
- Has 1+ years of customer/client service experience, including experience handling difficult client situations.
Required Qualifications:
- Must be at least 18 years of age or older.
- Must have a High School Diploma, or equivalent.
- 1+ years of customer/client service experience.
- Must be able to successfully pass a criminal background, credit check and security fingerprint.
- Must reside in Puerto Rico
- Must be able to speak English
- Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
Preferred Qualifications:
- 1+ years of experience in the banking/financial industry.
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated pay for this role is $12.10 per hour.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.
Keywords:
Customer Service, Fraud Prevention, Client Support, Inbound Calls, Case Resolution, Account Maintenance, Problem Solving, Fast-Paced Environment, Empathy in Service, Communication Skills
