Role’s Mission

Provide high-quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solutions, to make sure that objectives set by the client are met successfully.

To help customers by providing a quality service, as to guarantee total satisfaction and accomplish client’s expectations.

Key responsibilities

• Identify problems and search for solutions to offer answers to questions from customers using the given channel of communication.
• The document correctly the data using the given tools to keep track of customers’ request through data entry.
• Meet established individual and team performance targets, including customer service, productivity, and quality standards.
• Follow up on the customer’s problem until is solved such as profile review, chargebacks, stolen card, or any other risk issue
• Recognize trends for non-payment and fraud MOs.
  
• Constantly monitor customers and transactional records to identify unauthorized transactions and fraudulent accounts.

Requirements

Must have

• Experience: Relevant professional experience in risk/fraud customer service
• Years of experience: 1 year
• Technical skills:
  • Have good coordination skills.
  • Have analytical skills to investigate and understand processes in order to identify any gaps in those
  • Have strong communication skills with the ability to influence at all levels across the organization
  • Able to learn quickly, research and brainstorm for solutions and make decisions
  • Determined and able to work independently.
• Soft skills:
• Analytical problem solving skills, Strong verbal and written communication skills, Ability to work independently and take ownership of various tasks and follow through until resolution.
• Academic background (studies or certifications):
  • Bachelor’s degree in business, and finance.

Nice to have

• Experience with basic-intermediate SQL
• Basic-intermediate skills in platforms such as Excel

Languages:

• Spanish
• Basic English