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Call Center/Fraud Prevention Representative (100% Remote) - Contract

Job Title
Call Center/Fraud Prevention Representative (100% Remote) - Contract
Job ID
1029011
Location
Springfield,  MO 65804
Other Location
77069
Description

Title: Call Center/Fraud Prevention Representative (100% Remote) 

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 150+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.

Job Description

Conexess is looking for a contractor to assist in our Fraud Prevention Department (High volume call center environment).  They will  perform non-complex risk analyses in order to protect customer accounts and assets.  The contractors will be required to work weekends and Holidays (3-4 per calendar year).  This does have potential to go longer and turn into contract-to-hire for the right individuals.  

Environment:

  • Team size is about 100 people, 97% of the staff are remote and they take calls for financial institutions relating to fraud, lost/stolen, etc .
  • To be successful in this position, candidates must have strong written, verbal and interpersonal communication skills, as well as the ability to exhibit professionalism in handling multiple tasks in a fast-paced environment. Given the high volume of the work, they also must be able to adhere to a strict break and lunch schedule as well as remaining available to take calls throughout assigned shift to ensure we are meeting customer satisfaction.

Training - We will have a training class that starts on 7/8. Training schedule is 5:00 am - 1:30 pm PST Monday-Friday the first 3 weeks.

Shift Openings: (All Shifts below in PST time, add 2 hours for CT and 3 hours for ET)

Monday Tuesday Wednesday Thursday Friday  Saturday Sunday
             
12:30-9pm Off 12:30-9pm 12:30-9pm 12:30-9pm 12:30-9pm Off
2:15-10:45pm Off 2:30-11pm 1:45-10:15pm 3:45-12:15am 3:30-12am Off
Off 2:30-11pm 3-11:30pm 3-11:30pm 2:30-11pm Off 2:30-11pm
1:30-10pm Off 1:30-10pm 1:30-10pm 1:30-10pm 1:30-10pm Off

MINIMUM QUALFICIATIONS:

  • Minimum 1 year of experience in a high volume, inbound contact/call center. 
  • Must be able to work assigned schedule in a 24/7 call center that will include weekends and holidays.
  • Must be able to work a 3 week training schedule Monday through Friday. 
    • 5:00 am - 1:30 pm PST

PREFERRED QUALIFICATIONS:

  • Experience with payments, card solution and/or banking.
  • Strong data entry and navigation skills. 
  • Ability to type at least 45 WPM.
  • Receptive to feedback, coaching and suggestions for improvement.
  • Computer literate with a strong working knowledge of MS Office (Word, Excel, Outlook).

ESSENTIAL FUNCTIONS:

  • Answers inbound calls for fraudulent /suspicious transaction questions.
  • Assist cardholders/financial institutions with lost or stolen card reports.
  • Monitors and analyzes transactions to detect suspicious activity and protect customer accounts and assets.
  • Accurately updates cases with proper notes/status depending on response from cardholders.
  • Meets with supervisor regularly to discuss feedback and coaching, employees must be receptive to feedback provided.
  • Works as a team-player, willing to help others as needed.
  • Assists cardholders with transaction assistance following strict procedures to help obtain approvals, referring them to financial institution when applicable.
  • Contacts customers when potential fraud or risk has been identified to verify account activity.
  • Attend mandatory training sessions to stay updated on product or company policy changes.
  • Stay up to date on emails, ensuring timely responses to supervisors and trainers.
  • Additional duties and responsibilities offered to employees as they progress within the department by demonstrating strong product knowledge and exceptional metrics

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