Call Center Representative (Fraud Representative)

Aquent, a leading talent solutions partner, is excited to connect you with an incredible opportunity at a premier consumer financing company. For nearly a century, this organization has been at the forefront of empowering healthier financial lives, providing responsible access to credit and banking products that support tens of millions of people across health, home, auto, and retail sectors. Join a team dedicated to making a tangible difference, where your expertise will directly contribute to building trust and providing essential support to cardholders navigating their financial journeys.

About the Opportunity

Are you ready to be a pivotal part of a team that safeguards financial well-being and builds lasting relationships? We are seeking a dedicated professional to join a dynamic call center team, where you will play a crucial role in resolving potential fraud issues for clients and cardholders. This isn't just about taking calls; it's about being the first line of defense, building trust, and ensuring financial security. Your keen eye for detail, excellent communication skills, and commitment to service will directly impact the lives of millions, providing clear information and prompt resolutions in critical moments. If you thrive in a fast-paced environment and are passionate about helping others, this is your chance to make a significant impact.

What You'll Do

• Handle inbound calls, expertly assisting clients and cardholders in resolving potential fraud issues.
• Build and maintain strong relationships with clients, customers, and colleagues by fostering trust and providing exceptional service.
• Conduct thorough account reviews and research concerns to provide accurate and prompt responses.
• Serve as a crucial point of contact, empowering cardholders to navigate their financial journeys with confidence.
• Contribute to a supportive team environment, where continuous learning and collaboration are encouraged.

What You'll Bring (Must-Have Qualifications)

• Ability to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. For more information, please visit: https://www.fdic.gov/news/financial-institution-letters/2013/fil13003.html?cf=1
• 24+ months of customer service experience of any kind, and/or military equivalent experience.
• Proficiency in using Chromebook and dual monitors.
• Intermediate computer skills, including the ability to navigate multiple windows and software platforms efficiently, maintain typing proficiency while conversing with customers, utilize Microsoft Office programs (PowerPoint, Word, Excel, Outlook) effectively, and employ search tools to quickly find necessary information.
• Flexibility to work between the hours of 8:00 am - 8:00 pm, including evening hours and at least one weekend day (total of 5 working days per week). Your schedule will be assigned weekly, either Sunday - Thursday or Tuesday - Saturday.
• Ability to work 40 hours per week; overtime is not available.
• Strong multitasking abilities.
• An effective listener with excellent communication and strong customer service skills.
• Motivated, friendly, and able to take direction and execute tasks effectively.
• Excellent problem-solving and analytical skills.
• Ability to commute for in-person training and occasional in-person activities as needed.
• Willingness to submit to a background investigation and provide fingerprints as part of the selection process.
• A quiet, distraction-free work environment is required. During scheduled work time, you must refrain from personal matters (e.g., personal calls/emails, caring for others) and restrict visitors from your work area.

What Will Set You Apart (Nice-to-Have Qualifications)

• 2+ years of experience in the banking or financial industry.
• 2+ years of experience working in a virtual environment.
• 2+ years of experience working in a call center environment.
• A natural ability to deeply engage with customers and clients, understand their needs, effectively share solutions, build strong rapport, and skillfully handle objections or complaints.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Highly self-motivated with excellent organizational skills, able to manage your time and tasks effectively.
• Strong decision-making and problem-solving skills.