Fraud Senior Representative

About This Role

This role involves addressing cardmember inquiries related to fraud and security concerns, handling inbound service calls, performing fraud verification, and completing fraud reports. It is a work-from-home position for Capital One.

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

Requirements

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience
• Reside in AZ, DE, MD, NJ, OH, PA, or UT
• Sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

Qualifications

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience

Nice to Have

• At least 2 years of customer service or call center experience

Benefits