Fraud & Claims Operations Representative

About This Role

The Fraud & Claims Operations Representative supports the Claims Assistance Center by handling moderately complex customer support tasks, identifying opportunities to enhance customer experience, and mitigating risks through effective customer authentication to prevent fraudulent activity. This role involves managing multiple claim types, utilizing various systems, and potentially contacting third parties for research.

Responsibilities

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
• Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed
• Receive direction from supervisor and escalate questions or issues
• Interact with immediate team and functional area on wider range of information, plus internal or external customers

Requirements

• 1+ years of Customer Service experience
• Ability to attend full duration of required training period
• Ability to work on-site at the Chandler, AZ location

Qualifications

• 1+ years of Customer Service experience, or equivalent demonstrated through work experience, training, military experience, or education

Nice to Have

• Military experience researching and assessing questions, process, and procedures to make recommendations on solutions
• Military experience with tracking information in multiple computer systems with high level of accuracy
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Military experience resolving complex issues via written or verbal communication
• Ability to work effectively in structured but flexible, adaptable and changing work environment
• Bilingual speaking proficiency in Spanish/English
• Ability to follow policies, procedures, and regulations
• Strong analytical skills with attention to detail and accuracy
• Basic Microsoft Office (Outlook, Word and Excel) skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Financial services experience
• Ability to manage to production goals, deadlines, and various metrics
• Knowledge and understanding of financial crime, fraud, or risk management.

Skills

* Required skills