Sr. Fraud Detection Representative

Knolls 3 (12038), United States of America, Glen Allen, Virginia

Sr. Fraud Detection Representative

Description:

This is an Inbound and outbound call center.  Our goal is to help our customers be protected from fraudulent activities on their account.  We pride ourselves on providing world class service.  We handle the inbound/outbound call volume on Capital One initiated fraud defenses.  This includes calls such as:

  • Failed Verification
  • Transaction Declines
  • Account Compromises
  • Verify account activity

Our call center agents are responsible for moderately complex research and analysis of account activity to assess levels of fraud risk. We take action through inbound and outbound customer contact to verify legitimate credit card usage.  You must enjoy talking to customers on the phone and working in a fast-paced environment.  We promote a one call resolution. 

Responsibilities:

  • Provide each customer with exceptional service
  • Perform in a fast paced call center environment and interact with customers by phone
  • Ability to multi-task while servicing customers, using tools/resources, and reviewing account activity
  • Review account activity to identify fraud while on the call with our customer
  • Properly note case information
  • Take necessary steps to resolve discrepancies and close case in the system
  • Ability to adapt to frequently updated Policies and Procedures in response to current fraud trends         

Qualifications – External         

Basic Qualifications:
• High School Diploma, GED or Equivalent Certification

• At least 1 year of customer service or sales experience

Preferred Qualifications:
• 2 years of call center experience

• 2 years of customer service or sales experience

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