Job Description:
• 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.
Requirements:
• 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.
Benefits: