Customer Experience Associate II

Fraud Identification Verification CEA II

$16.75 HR

Onsite (San Antonio TX)

Great Benefitsand Paid Training!

Summary:

As aFraud Identification Verification CEA IIyou 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 communicating resolutions efficiently 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 calls from customers/clients with questions concerning and/or related to their account.
• Responds 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 by client policies and guidelines.
• Identifies and escalates through appropriate channels for items requiring risk review exception handling or further analysis.
• Explain complicated topics clearly and concisely.
• 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:

• 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$16.75starting on day one

Paid Training

• Training Schedule: Monday-Friday (11 am - 8 pm)
• Work schedule: (8am-5pm with Tuesday/Wednesday off 9am-6pm with Thursday/Friday off and 12pm-9pm Sunday/Monday off)

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.
• Has 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.
• Can 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 orequivalent.
• 1 years of customer/client service experience.
• Must be able to successfully pass a criminal background credit check and security fingerprint.

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 salary range for this role is$16.75