About this role
Role Overview
- Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns.
- Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed.
- Process fraud claims and disputes per client guidelines.
- Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach.
- Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system.
- Support team operations with other duties and tasks as assigned.
Requirements
- Must be at least 18 years old with a High School Diploma or equivalent.
- Must have 6 months of Customer Service, Call Center or Dispatch experience.
- Proficient in English.
- Complete a background check, credit check, and fingerprinting.
- Internet Service: Must have a verified, secure, reliable, and high-speed internet connection to support business needs.
- Work Area: Must have an established, dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.
- Equipment: The company will provide all necessary computer equipment.
- Internet Speed Test: Must complete an internet speed test and achieve a minimum of 50 Mbps upload and 10 Mbps download.
- Reside in Puerto Rico with legal authorization to work permanently in the United States.
Benefits
- Work From Home
- Full-Time Employment: Reliable schedule and stability.
- Competitive Pay: $12.10 starting on day one.
- Shift differential: $1.50 extra per hour if working Monday-Friday between 6:00PM to 6:00AM.
- Weekend Shift Differential: $1.00 extra per hour if working on Saturdays and Sundays.
- Paid Training: Get the training you need to excel.
- Incentive Plan: Potential to earn up to an additional $350 per month after training by meeting performance metrics.
- Full Benefits: Comprehensive benefit options and a great work environment that values your success