Call Center Representative (Fraud Representative)

About This Role

This night-shift post on the cardiac ward pairs patient care with mentoring new nurses. The Call Center Representative (Fraud Representative) handles inbound calls to help clients and cardholders resolve potential fraud issues. This role is essential for building trust with customers by reviewing accounts, researching concerns, and responding promptly.

Responsibilities

• Handle inbound calls
• Help clients and cardholders resolve potential fraud issues
• Review accounts
• Research concerns and respond promptly
• Build relationships with clients, customers, and colleagues

Requirements

• Proficient in using Chromebook
• Live within 60 miles or 60 minutes away from the Hub in Charlotte for in-person training and occasional activities
• Proficient using dual monitors
• Flexible to work between the hours of 8:00 AM - 8:00 PM ET and 1 day per weekend (total of 5 working days)
• Able to multitask
• At least 2 or more years of customer service experience of any kind, and/or military equivalent experience
• Proficient with utilizing Microsoft Office programs and Outlook
• Able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
• Demonstrate at least an intermediate level of computer skills including the ability to:
• Navigate and manage information across multiple windows and software platforms efficiently
• Maintain typing proficiency while actively conversing with customers
• Utilize Outlook or other Microsoft Office programs effectively
• Employ search tools to quickly find necessary information
• Willing to submit to a background investigation and provide fingerprints as part of the selection process
• Work evening hours and at least 1 weekend day
• Work in a quiet, distraction-free environment, refraining from personal matters and restricting visitors during scheduled work time

Nice to have:

• 2+ years of experience in the banking or financial industry
• 2+ years experience working in a virtual environment
• 2+ years experience working in a call center environment
• Natural ability to deeply engage with customers and clients, understand their needs, effectively share solutions, build strong rapport, and skillfully handle objections or complaints
• Comfortable receiving ongoing performance feedback and coaching
• Comfortable with ongoing change and learning new technology/processes
• Highly self-motivated with excellent organizational skills, able to manage time and tasks effectively
• Strong decision-making and problem-solving skills