Remote Transaction Processing Associate IV

Conduent State & Local Solutions, Inc • Remote US, United States • 4d ago

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.

Remote Transaction Processor Team Lead

As a Remote Transaction Processor Team Lead, you will be responsible for overseeing a team of CSRs, acting as the first point of contact for agents to provide support for any concerns or questions they may have.

We are not currently hiring in the following states/locations: AK, CA, CT, HI, IL, MA, MD, MT, NE, NJ, NY, OR, WA, Washington, D.C., and Minneapolis, MN.

What You Get:

Full-time employment
Hourly Pay rate: $24.00 per hour which may be below your state's minimum wage. Please take this into consideration when applying
Work schedule: 8-hour shift between 7:00 AM–5:00 PM (EST), Monday–Friday, with occasional Saturdays as needed.
Paid training program
Comprehensive benefits package (health, dental, vision, etc.)
Career growth and advancement opportunities

What You'll Do:

Monitoring CSR call activity to ensure compliance with call handling procedures and meeting contractual call metrics.
Guiding Vector policies and procedures to ensure high-quality customer service.
Handling escalated calls and resolving customer cases professionally and efficiently.
Conducting weekly team meetings to provide performance feedback and set benchmarks.
Effectively communicating status updates, system issues, and procedural concerns to management.
Identifying and mitigating risks related to project profits, including fraud prevention through the review of alerts, reports, and investigations into new account, ACH, wire, and debit fraud.
Processing and analyzing customer fraud claims according to regulatory guidelines, including NACHA and Visa/MasterCard Operating Rules.
Monitoring high-risk account activities, such as online banking, wire transfers, ACH transactions, and debit/ATM fraud, ensuring full compliance with regulatory and operational policies.
Leading and mentoring a team of Fraud Analysts/Investigators to prevent, detect, investigate, and recover fraud cases.
Ensuring investigations comply with applicable laws, bank policies, and industry standards to minimize legal exposure.
Conducting root cause analysis to identify emerging fraud trends and advising management on the appropriate response to threats.

What We're Looking For:

Strong written and verbal communication skills
Ability to explain complex information clearly and concisely
Excellent problem-solving and conflict-resolution abilities
Comfortable working in a structured, high-volume call environment
Efficient in navigating multiple systems and researching solutions
A passion for helping others and improving team performance
Commitment to 100% attendance during the 2-week paid training period

Requirements for Internal Candidates:

Must be at least 18 years old
High School Diploma or GED required
At least 1 year of experience in a call center or customer service role
A minimum of 6 months experience in your current role
Must pass a criminal background check, credit check, and security fingerprinting
Compliance with camera requirements for meetings and training.
Internet Service: Must have a verified, secure, reliable, and high-speed internet connection to support business needs.
Work Area: Must have an established, dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.
Equipment: The company will provide all necessary computer equipment
Internet Speed Test: Must complete an internet speed test and achieve a minimum of 50 Mbps upload and 50 Mbps download.
Working knowledge of computers and Windows applications.

Preferred Qualifications:   

1+ years of experience in Fraud investigation or detection

Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.

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 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 hourly rate for this role is $24.00

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.

For US applicants: 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.