Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care.
Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence.
Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect.
Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met.
Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution.
Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution.

Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts, with at least 2 years of fraud prevention experience and a strong preference for candidates with a background in handling executives.
Experience delivering premium or high-touch/concierge-style support.
Exceptional spoken and written English — impeccable comprehension, clarity, and diction required.
Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination.
Strong organizational, time management, and problem-solving skills.
High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.
Detail-oriented mindset — accuracy is critical in financial services.
Bachelor's degree or equivalent experience in financial services or a related field.
Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)

Fraud Concierge, Customer Support

Key skills