Customer Support Fraud Specialist - Ohio

About the Role

In this role, you will work in an energizing, fast-paced environment focused on delivering exceptional service to our customers through multiple interactive channels of communication. You will be Customer Curious as you support and improve the customer experience and satisfaction, focusing on handling inbound fraud-related calls from both internal and external customers. You will mitigate loss by quickly identifying fraud trends and making informed decisions using sound judgement. You are an agile solution-seeker and are comfortable multi-tasking to solve problems and de-escalate customer concerns with confidence and professionalism.

Please note that this position is a work-from-home role; all candidates must be commutable to our Hub located in Groveport, Ohio. All new hires are required to attend three-weeks of training in its entirety. Week one of onboarding will take place in our Ohio Hub, and weeks two and three will be work-from-home.

What You'll Do

• Supports strategies, standards, and processes, using a customer centric mindset to deliver results and maximize efficiencies and productivity

• Provide excellent customer service by recognizing and responding appropriately to customer’s requests in an efficient and timely manner; manage unique or complex customer interactions

• Do the right thing mentality with focus on providing first contact resolution, utilizing a variety of resources

• Deliver results through exceptional decision quality and problem-solving skills, with an extraordinary focus on resolution for a positive customer experience

• Act in the capacity of “Brand Expert” on policies and procedures to provide accurate information to customers

Who You Are

• Please submit a resume for this position (required)

• This position is a work-from-home role; all candidates must be commutable to our Hub located in Groveport, Ohio

• Proven experience in customer service in a fast paced, multi-tasked environment; Demonstrated abilities in managing escalated customer issues

• Create with audacity through using your strong diagnostic skills in listening, probing, and analyzing to determine the root cause of errors and translate business problems into data driven solutions

• Ability to research process or transaction flow to identify root cause of errors and to create innovative solutions and processes that enhance the customer experience

• Solution oriented individual with strong verbal and written communication skills

• Demonstrated technical and functional knowledge and skills to assist in all areas of workload

• Proven experience leveraging technology and navigating multiple systems at once