Supporting a live call queue during scheduled project hours.
Using company-provided equipment to access multiple systems and tools.
Handling back-to-back inbound calls involving complex fraud-related situations.
Following documented procedures to ensure accurate and consistent call handling.
Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3).
Managing emotionally challenging interactions while maintaining professionalism.
Communicating effectively in a fast-paced virtual environment.

Minimum of 1 year relevant customer support experience, handling complex situations, preferably involving various types of fraud.
Strong technical ability to navigate computer systems and efficiently access customer information.
High school diploma or equivalent (college degree or some college coursework preferred).
Ability to successfully pass a background check.
Strong communication skills for interacting with customers, team members, and leadership.
Ability to work Monday-Friday 10:00 AM -6:00 PM EST (no weekends currently required).
Professionalism, empathy, patience, respect, and a strong team-oriented mindset.

Call Center Customer Service Specialist

Key skills