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 - Training schedule is 5am - 1:30pm PT (8am - 4:30pm ET) Monday-Friday the first 3 weeks.

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. 
  • 5am - 1:30pm PT (8am - 4:30pm ET)

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.