Note: The job is a remote job and is open to candidates in USA. Capital One is a leading financial services company, and they are seeking a Fraud Senior Representative to provide exceptional customer service while working from home. In this role, you will handle customer inquiries related to fraud and security, ensuring proper follow-up and escalation of issues as necessary.
Responsibilities
- Solving cardmember inquiries regarding fraud or security related concerns
- Handling inbound servicing calls from customers; completes necessary fraud verification, includes caller authentication, transaction verification, etc. utilizing excellent customer service skills
- Collecting necessary information and completing a fraud report when the customer confirms unauthorized account activity
- Ensuring proper follow-up or escalation of account based on call outcome
- Making outbound calls to verify account activity with customers
- Actively manage and escalate risk and customer-impacting issues within the day-to-day role to management
Skills
- High school diploma, GED or equivalent certification
- At least 1 year of customer service or call center experience
- Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
- Demonstrate a strong customer focus rooted in empathy
- Communicate effectively with peers, management and customers
- Exercise good judgment and independent decision-making skills
- Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
- Be proactive, have effective time management and organizational skills
- Display dependability with a solid attendance record
- Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)
- A secure home office environment that is free from background noise and distractions
- A reliable private internet connection that is not supplied via cellular data or hotspot
- A private network that is password protected where you have ownership or line of sight to every device on the network
- Internet service must be provided by Cable or fiber Internet Service Providers (ISP)
- Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
- ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
- Hardwire ethernet connection is required
- At least 2 years of customer service or call center experience
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company Overview
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.capitalone.com.
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