Job closed.
Job Description
TRANSACTIONS
- Monitors real time queues and identifies high risk transactions within the business portfolio
- Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
- Reports identified fraudulent transactions to the leadership team
- Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses
- Recommends anti-fraud processes for changing transaction patters and trends
- Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members
- Contacts customers and banking institutions to verify legitimate transactions and payment information
- Documents all interaction and findings in Desk.com and CRM
CUSTOMER SERVICE SUPPORT
- Answers queries from the Customer Service queue to ensure continuous learning of the Company’s processes
- Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner
- Provides accurate resolution to all customers needs that is within predefined guidelines
- Serves as backup support for CS team when needed
- Answers transferred calls from the CS team regarding transactions that are currently on review or resulted to dissatisfaction due to the review process
- Receives transferred calls for “Challenge Questions”
Minimum Qualifications
- Candidate must possess at least a Bachelor’s degree of any course
- At least one (1) year of working experience in e-commerce fraud prevention, quality control or related field
- At least two (2) years working experience handling customer service in a BPO/Call Center environment, preferably under a financial account
- Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns
- Excellent English communication skill both in speaking and writing
- Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
- Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses • Amenable to work on a shifting schedule and during declared holidays
- Demonstrate flexibility to work overtime hours based on business needs
Preferred Qualifications
- Process improvement and documentation experience
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Ortigas, Pasig, Pasig, Metro Manila, Philippines
- Industry
- Management and Consultancy
- Vacancy
- 20 openings