Apply on Employer Site

CBE Companies · 1 hour ago

Customer Service Representative - Fraud - TN

Clarksville

Full-time

Onsite

New Grad, Entry Level

$13.50/hr - $15.50/hr

0+ years exp

CBE Companies is looking to fill Customer Service Representative positions for their Contact Center in Clarksville, TN. This role involves representing the client on the phone to consumers, focusing on effective relationship building to help prevent fraud while ensuring a positive customer experience.

Call CenterInformation TechnologyOutsourcingService IndustrySoftware

Responsibilities

Reduce fraud losses while focused on customer experience and protection

Analyze 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' orders

Receive inbound calls and make outbound calls related to potentially fraudulent activities

Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision

Excellent verbal and written communication skills

Accurately 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 needed

Achieve the schedule adherence and compliance expectations

Meet productivity and call quality standards as set by the business

Dispute resolution and customer escalation process to be followed consistently

Adhere to all guidelines and requirements as set forth by individual clients

Must be able to retain training concepts through a 4-5 week training program and apply all concepts when starting on the production floor

Definition of Success in this position:

Achieve all key performance indicators

Excellent at building customer relationships and creating a good customer experience thru the Fraud Prevention Process, as measured by the Quality Monitoring process

Attention to detail

Ability to be coached and apply coaching feedback

Willingness to learn and help others

Tolerance for repetitive work

Successfully demonstrates the ability to work in a fast-paced environment

Successful compliance related to attendance requirements and work schedule adherence

Positive attitude with the ability to remain calm in stressful situations

Flexible to schedule changes

The Company reserves the right to change or assign other duties to this position as appropriate

Must 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 regulations

Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures

Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries

Qualification

Customer Service ExperienceFraud PreventionWindows Environment ExperienceCoaching AbilityVerbal CommunicationWritten CommunicationAttention to DetailPositive Attitude